Forget B2B and B2C: effective customer experience is about B2H (business 2 human)

DJ Edgerton, CEO and founder of Zemoga, explains why retailers should be melding the characteristics of B2B and B2C sales strategies to drive a rewarding…

How do your customers know you really, really care?

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

Chip Bell shares three examples of what caring looks like up close and personal.

Should online retailers blacklist shoppers who return too much?

Derek O’Carroll, CEO, Brightpearl, shares insight on what retailers can do when it comes to 'serial returners' — consumers that deliberately buy more items…

How does an omnichannel vision increase sales turnover?

David le Douarin, co-founder and CEO of Advalo, defines what an omnichannel strategy involves and why it is necessary to deliver the right message at the right…

Mobilizing the retail customer experience requires new levels of collaboration

Jim Kander, Spectralink's director of sales, Retail Americas, explains why retailers that are eager to go mobile CX need to do more than simply deploy a mobile…

How to turn an angry customer into a loyal one

Sarah Simon, senior director, customer experience consulting at Confirmit, explains that while a CX program is a valuable component of a business' long-term…

10 tips for creating amazing online retail customer experiences

Ben Nimmo, co-founder and CTO at Orlo, offers insight on how retail brands can create amazing online experiences for customers and inspire positive emotions…

Mastering the art of digital and physical: How retailers can champion customer experience from start to finish

Brad Snedeker, director of innovation at Calabrio, explains that retailers aiming to blend the physical and digital need to embrace end-to-end omnichannel…

Mobile coupons spurring loyalty, customer engagement

Retailers and others have transitioned physical coupons to the mobile space, as a way to enhance customer loyalty and engagement.

Kagan: Make it easier for customers to love you with "sense of store"

by Jeff KAGAN — Wireless Analyst, Telecom Industry Analyst

Jeff Kagan explains why retailers should embrace the concept of 'sense of store' as it can touch the consumer soul. It's the kind of relationship that…

Leaders vs. explorers: Who is winning retail's race to digital transformation?

Oliver Guy, global industry director, retail, Software AG, explains why retailers that want to survive must invest in improving everything from customer…

Pioneers: Who's really going to drive a new retail perspective?

Mimi Lettunich, president and executive creative director at Twenty Four 7, offers insight on why retailers must make the pivot to experiential design and more…

Using push-to-talk technology to boost the customer experience

Jesse Robbins, CEO of Orion Labs, offers up insight on why push-to-talk devices and mobile communication are key to improving the customer experience. And…

2019 predictions for retailers, technology innovation

Tony Rodriguez, Digimarc CTO, predicts the next stage in customer experience will focus less on new and more installations and more on changing business…

Personalization reforms retail industry: Maximizing in-store digital experiences

by Ricardo Belmar — Sr Director, Global Enterprise Marketing, Infovista

Ricardo Belmar, InfoVista senior director, global enterprise marketing, maps out why retail IT teams must have needed data and insight to keep digital in-store…

Customer engagement is about the journey, not just the destination

by Jean Belanger — CEO, Cerebri AI

Jean Belanger, co-founder and CEO of Cerebri AI, offers insight on how artificial intelligence has a unique role to play in allowing retailers to take…

What's important when it comes to collecting useful customer feedback

Lane Mann, at Phoenix CX, maps out how to construct a customer feedback strategy and why being genuine is the only way to go.

9 off-the-radar retail predictions for 2019

by Bryan Pearson — President, LoyaltyOne

Bryan Pearson predicts that in 2019 retail shelves will become storybooks and it will be the year of store-branded self-checkout apps.

Frictionless shopping 2.0: How its definition has evolved and what it means for brands

Sheryl McKenzie, vice president, products & capabilities, Alliance Data card services business, writes retailers are living in the era of frictionless 2.0…

Want to win in retail? Focus on driving innovation

Oliver Guy, global industry director, Software AG, writes that the most successful retailers understand that their tech partners can help them put innovation…