How to win back customers with exceptional customer service

by Liz Tsai — Founder and CEO, HiOperator

Discover how a subscription-based sports publisher utilizes workflow automation to exceed customer service expectations resulting in “win-backs” of customers…

How employee ambassadorship creates customer advocacy

by Michael Lowenstein — Senior Director, Employee Experience, InMoment

Employee and store associate engagement is as important as customer engagement. Learn why.

5 technologies that will define brick and mortar in 2022

by Bobby Marhamat — CEO, Raydiant

Five technologies are primed to enhance brick and mortar experiences in 2022. Can you guess what they are?

CX trends for 2022: Comfort, creativity, convergence, change

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

Retail trends coming: Stronger emphasis on inspiring consumer confidence, a growing need for brand differentiation, converging CX-related functions, and a new…

3 ways retailers can leverage analytics to optimize in-store CX

The brick-and-mortar retail industry is embracing its digital transformation moment. After years of lagging technological adoption, retailers are exploring…

E-commerce in 2022: New ways to gain customer loyalty

Brands will need to explore alternative ways to find relevant information about customers to deliver shopping experiences well suited to them.

Chatbots becoming more efficient, results couldn't be better

The all-knowing chatbots thought to be the future have been replaced by specialized bots, and the results are outstanding.

Luxury retailers bring high-touch service to online shoppers with live engagement

by Joseph Noonan — CEO, Vee24

High-definition video can be integrated into the online retail environment faster and easier than you might think.

Examining retail trends in 2022

by Retail Customer Experience

In 2022, stores will look and act much differently from three or four years ago.

How the convenience industry is harnessing data science

by Dafna Gabel — Vice President, Insights, PDI Software

Data science is helping c-stores succeed from inventory to employees.

The evolution of c-stores: How 3rd party apps are adapting to changing customer needs

by Brian Jefferson — SVP & GM Payments and Loyalty, PDI Marketing Cloud Solutions, PDI Software

By providing concise messaging around engagement, c-stores can enable customers to act on their own so that clerks can focus on checkout.

How digital customer service takes the stress out of the post-holiday surge

While the holiday shopping season is bound to bring in sales, the post-holiday period is your digital customer service team’s time to shine.

Exhibit floor a big draw at Self-Service Innovation Summit

Attendees at the Self-Service Innovation Summit found a wealth of innovation in the exhibit area, many demonstrating the customer experience advances discussed…

2022 Predictions: 4 ways retail customer engagement is poised for change

by Tony Lorentzen — SVP of Intelligent Engagement Solutions, Enterprise Division, Nuance Communications

In times like these, when change is rapid and constant, correctly anticipating the future can be a huge strategic advantage when it comes to retail customer…

Understand and predict customer needs with customer journey analytics

by Simon Fraser

Customer journeys can change on a dime and the only guarantee is that today's journey looks nothing like yesterday's and tomorrow's will certainly be something…

How to deliver a personalized in-store customer experience without compromising trust

by Bobby Marhamat — CEO, Raydiant

Learn why retailers and customers alike are better served by bringing data out of the darkness and into the light.

The future is now: 3 retail trends to watch

by Curtis Howse — Executive Vice President and Chief Executive Officer of the Home & Auto platform at Synchrony, Synchrony

As 2022 arrives here's a look at the top three trends in retail customer experience coming this year.

3 retail trends e-commerce brands can expect in 2022

by Link Walls — VP Digital Marketing Strategy, ChannelAdvisor

E-commerce became 'the' go-to during the pandemic. Here's what's ahead for 2022.

Fostering mobile loyalty 2.0 in 2022: 3 trends retailers must know

by Alex Campbell — Co-founder and CIO, Vibes

Learn how to craft a loyalty program that boosts the customer experience.

The state of self-service checkout: 6 key takeaways

by Bobby Marhamat — CEO, Raydiant

2022 may be a watershed moment for self-checkout technology and adoption. Find out why.