How to make your CRM Big Data small

Lorcan Malone, president and COO of Swiftpage, explains how retailers can find a CRM that can scale to a business’ customer data needs by following a few…

Identifying the foundation of digital transformation in retail

Sanjay Srinivasan, chief technology architect at Vonage, explains how a software-defined WAN can play into deploying a robust customer experience.

5 common customer service complaints and how to fix them

Swati Kungwani, business analyst and content manager at iTouchVision, explains why retailers need to pay attention to issues faced by customers and ensure…

How scrappy, online retailers can thrive and grow in the Amazon era

Scott Gifis, president, AdRoll, provides insight for brands getting started in the era of Amazon, recommendations to grow and optimize the brand, and how to…

Educated and prepared store associates key to successful brick-and-mortar stores

Janet Hawkins, founder and president of Opterus, offers up best practices for ensuring the store associate can help keep the store humming with excitement and…

How payments innovation is hindering the customer experience

New technology and innovation is changing the way consumers want to pay, but the increasingly rapid pace of change also creates challenges and vulnerabilities…

The role of store associate is changing, retailers and brands better take notice

Marc Gingras, CEO and founder of Foko Retail, explains that as shopping experiences change so does the role of the associate in the modern store, especially…

One size does not fit all: Localization vs. standardization in retail

Sarah Kampman, vice president of product at Square Root, explains why one of the biggest areas of transformation in retail is the relationship between…

How retailers can meet millennials in the middle

Steve Davidson, vice president, Fortegra Warranty Product Group, explains how millennial behaviors, such as using digital services to get the best bang for…

The question for today's retailers: What business are you in?

by Chris Petersen — Owner, IMS

Blogger Chris Petersen poses a big question to retailers as the days of retailers differentiating on products seems to be long past for two reasons: there are…

Kagan: Grocery kicking to high gear with e-commerce, home delivery

by Jeff KAGAN — Wireless Analyst, Telecom Industry Analyst

Jeff Kagan explains why grocers can't simply choose to sit the change wave taking place in their industry. If they do, the wave will pass them by, leaving them…

Retail precision: Where are your next best customers?

Gary Sankary, head of retail for Esri, explains why the emphasis on customer experience must continue for retailers wanting to successfully navigate through…

Why delivery is playing a starring role in the retail customer experience

by Judy Mottl — Editor, RetailCustomerExperience.com & DigitalSignageToday.com

Consumers are driving retailers to deliver an enhanced, multi-pronged and expansive delivery experience and those not hopping on the bandwagon will likely be…

5 steps to customer continuity

Mike Small, chief client officer at Sitel Group, explains why it's no longer enough for brands to provide consumers with a mobile app or automated tweets in…

How AI, AR & VR impact retail this year (apocalypse not included)

James Hoshor, senior mobile strategist and solutions architect for Propelics, explains that with artificial reality initiatives impacting consumer engagements…

Kohl's launches rewards program, combining 3 elements: What shoppers can expect

by Bryan Pearson — President, LoyaltyOne

Blogger Bryan Pearson got the scoop on Kohl's new loyalty initiative that trades points for cash and combines elements of its credit card, sales events and…

Inspiring employees to deliver great customer experiences

Lindsey Goodchild, CEO of Nudge Rewards, explains how happy employees lead to happy customers, which leads to stronger loyalty and profitability. According to…

How digital virtual experiences reinforce the physical environment

Bryan Laing, vice president, client service, IDL Worldwide, explains why connecting with consumers on a deeper, more personal level through physical…

Lessons in "goodwill" and the power of people

by Chris Petersen — Owner, IMS

Blogger and industry expert Chris H. Petersen explains why today's retail customer experience involves a foundation of "goodwill" that drives positive feelings.

Why virtual reality is retail's 'try before you buy' engine

Rob Kendal, managing director, Yulio Technologies, explains how virtual reality technology presents a whole new way for brands, of all kinds,to offer an…