Why is everyone so freaked out about automated customer service?

Nick Francis, CEO of Help Scout, shares how automation, if done well, can lead to higher customer satisfaction and a better experience. Instant gratification…

Don't be overwhelmed by omnichannel: A practical guide to implementation

Michael Ringman, CIO, Telus International, explains why omnichannel customer service isn't just about who has the longest list of 'contact us' options…

3 myths holding retailers back from an omnichannel payments strategy

Jacques Guerin, EVP, North America at Ingenico Group, explains why retailers need to focus on enhancing the customer's journey with a positive buying…

Top 5 skills every frontline associate must have

Kevin Nix, CEO and co-founder, Stellar Loyalty, explains why tech-savvy frontline employees must have five specific skills and why retailers must invest in…

Reward or no reward? That is the retailer's question

Narina Sippy, CMO of Stellar Loyalty, offers up insight on how to design a loyalty program that actually makes customers more loyal, spend more per visit, and…

Understanding the why and how of the analytics plan

Tom Schoen, president and CEO, BTM Global, explains how there is often a gap between what a retailer wants to know and what's truly important to operations and…

Delivering great customer service with a minimal customer support team

Scott Voigt, co-founder and CEO, FullStory, offers up best practices to keep customer support quality high and costs low while delivering a great customer…

Brick-and-mortar retailers' secret weapon: Conversion rate optimization

Mark Ryski, CEO and founder of HeadCount Corp., wonders why conversion rate optimization isn't a retail obsession given the difficult business conditions…

Why personalization is key for retail customer experiences

Jim Dicso, CEO of SundaySky, explores how retailers can personalize engagement in an entertaining, valuable and non-creepy way and create superior customer…

Kagan: Will Walmart win with Jet.com private label?

by Jeff KAGAN — Wireless Analyst, Telecom Industry Analyst

Jeff Kagan wants Walmart and Walmart.com to be successful, but he believes the level of success will come from respect for the customer. The big question is…

Creating touchpoints to connect with consumers

Alexander Shporer, project manager at starrdesign, explains why retailers need to create a distinct shopping experience where guests can see, touch and connect…

Impulse service on steroids

by Chip Bell — Customer Loyalty Consultant/Author, Chip Bell Group

Chip Bell explains how products involved in an impulse buy usually have some "eye catching" feature and are smartly positioned where a roving eye cannot miss.

Great expectations: Recalibrating retail as we know it

Evan Magliocca, brand marketing manager at Baesman Insights & Marketing, explains why the in-store experience must be new, exciting and something nothing ever…

'New wave' retail is starting to crest

by Christopher Hall — w, t

For many analysts, observers and pundits, the Sears story serves as a kind of moral or object lesson to Amazon. But ICXA Managing Director Christopher Hall…

Alibaba one-ups Amazon by building a mall for retailers

by Chris Petersen — Owner, IMS

Chris Petersen writes on how Amazon and Alibaba, two great disruptors of traditional bricks and mortar retail, are focused on creating new models that will…

Why B2C marketers must strike a better balance between customer acquisition and retention

Eric Keating, vice president of marketing at Zaius, explains why ecommerce retail marketers should spend more time and resources turning existing customers…

Take your workforce off a 'lean' diet with better management practices

John Orr, senior vice president of retail at Ceridian, believes employees are at the core of delivering a good customer experience and achieving profitability…

5 lessons restaurants can learn from Uber, Amazon

by Shyam Rao

Uber and Amazon have bridged the gap between digital and physical experiences in a way that has reset consumer expectations for how they interact with all…

What retailers need to know in the wake of the Equifax breach

Jason Tan, CEO of Sift Science, explains what retailers need to keep an eye out for in the wake of the Equifax breach. Last year 48 percent of online…

Kagan: Is your company a leader or follower?

by Jeff KAGAN — Wireless Analyst, Telecom Industry Analyst

Jeff Kagan shares why retailers need to understand where their company fits into the changing marketplace as it's key to success or failure. There are only…