10 principles of transformative experience design (Part 1)

by Lisa Powers — Associate UX Director at Capgemini Americas, Capgemini

In the first segment of a two-part series Lisa Powers, associate UX director at Capgemini Americas, discusses the first five, of 10, experience design…

Make the season merry with mobile CX

by Jonathan Aniano — SVP Product, CRM Applications, Zendesk

For successful holiday sales, one expert recommends trying the CX trifecta: Messaging, AI and self-service.

Why retail leaders should plan a store visit before the holiday season

by Tony Gregg — Chief Executive, Anthony Gregg Partnership

A store visit can provide a boost to staff morale and uncover what works well on the retail store floor.

3 tech tips to improve customer experience

by Kosta Popov — CEO, Cappasity

To stay ahead of e-commerce competition, retailers must provide a convenient and engaging shopping experience.

What retail hiring managers should ask when hiring for the holidays

by Barry Rosen — CEO, Interaction Associates

One of the most critical elements of retail customer experience is the direct interaction customers have with retail associates. That makes hiring a critical…

If conversational commerce isn't a priority retailers may be saying goodbye to customers

by Savinay Berry — EVP Product and Engineering, SHIFT Communications

Conversational commerce matters as customers expect to reach retailers when and how they want.

Optimizing personalized customer service to build loyalty beyond the holiday season

For retailers the holidays are the epitome of a love/hate relationship — the lines are long and customers can get impatient, but consumer spending is also at…

3 ways collecting consumer data boosts customer experience

by Sai Koppala

Here are actionable steps retailers can take to encourage consumers to share data and then make good use of that data over the long term.

4 essentials for creating high-quality retail metaverse experiences

by Adonis Celestine — Director, Automation Engineering, Applause

The metaverse is here and for retailers it’s real.

8 big pain points in the online shopping experience

by Frank Kouretas , Jean-Walter Guillery

Here is a look at the biggest pain points within the online shopping experience and how retailers can ease the pain.

Is peak season canceled for e-commerce this year?

The evolution of peak holiday shopping has been a roller coaster.

Will Walmart's RFID mandate drive wider industry adoption?

by Gary Moskovciak — Senior Vice President – the Americas, SML Group

Walmart could initiate a chain reaction for a near-universal adoption of item-level RFID in retailers across the U.S., with analysts across the retail sector…

How to enable more human interactions with customers

by Sarah Assous

Enabling human interactions with customers is about facilitating discovery experiences that feel human and empathetic, speaks your language, removes…

The psychology of trust and voice calling: Why retailers are taking notice

by Jim Tyrrell — Vice President of Enterprise Product Management, TNS

Retailers are recognizing the need to work with other stakeholders to carve a path forward to restore consumer trust in voice calling and ultimately their…

Putting AR, VR to work in the retail chain

by David Chen

Anything that can make goods faster to obtain, less expensive to buy, easier to find, or better suited to the purchaser will find its way to the front of the…

Redefining customer experience in retail

by Michael Scharff

Achieving consistently good CX requires a clear understanding of how consumers are influenced and how they prefer to engage with brands and retailers.

Making it 'rein' this holiday season with data-driven personalization

by Julio Lopez — Senior Director of Strategy, Retail Practice Lead, Movable Ink

Here are some strategies retailers can leverage to ensure a successful holiday season that don’t rely on slashing prices and promotions.

5 shopper experience essentials for Black Friday

by Peter Messana — CEO, Searchspring

Here is a checklist of five shopper experience essentials retailers need to win Black Friday.

Providing a frictionless customer service with mobile POS

by Jonathan Mauerer — VP Operations, Teamwork Commerce

Retailers need to separate themselves from competitors at every single touch point when it comes to customer service, from initial engagement right through to…

Optimizing retail customer experience and remaining competitive

by Brad Hawkins — SVP Products & Solutions, ServicePower

The retail industry thrives on positive customer interactions and feedback, so when reviewing how organizations can remain competitive it's vital to develop…