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.

Retailers move toward frictionless checkout

Tom Chittenden, NCR VP and general manager of retail solutions, says retailers striving for a frictionless checkout must consider strategic business objectives…

The role of data integrity in building a unified commerce customer experience

Abnesh Raina, PlumSlice Labs founder and CEO, explains why accurate product data management is essential for retailers looking to stay ahead of the…

Ways small retailers can thrive in a world of retail giants

by Chris Petersen — Owner, IMS

Blogger Chris Petersen says that when a retailer doesn't have the resources or infrastructure, the best way to compete with Amazon is do something different.

Why the best retail omnichannel experience is an invisible one

Joe Rabah, managing director for EMEA, RMG Networks, explains that while customers expect consistent brand interactions across all channels some companies have…

Connecting the dots between retail customer experience, profit

Amy Brandli, director of client services at Centriam, shares data insight on a recent survey that asked consumers what they want and retailers likely aren't…

The future of retail: More tech and even more human

Matt Matsui, senior vice president of products and strategy at Calabrio, says digital transformation isn't just coming — it's finally here and retailers must…

Are you an innovative customer whisperer?

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

Chip R. Bell explains why retail success starts with customer intelligence that provokes insight, not just customer information, and includes shifting the…

How to boost retail operational efficiency via process management

Mark Holenstein, COO at Signavio, maps out why having the best omnichannel strategy is not only important, but necessary when competing with other high-volume…

A new purpose for in-store retail in 2018: customer delight

Justin Jones and Ashley Welch, co-founders of Somersault Innovation, explain the focus of in-store retail and why it's all about creating 'Cathy' moments -…

Kagan: E-commerce threat gives retail a choice - fight or die

by Jeff KAGAN — Wireless Analyst, Telecom Industry Analyst

Analyst and blogger Jeff Kagan believes retail must cannibalize itself or new competitors like Amazon Go and Whole Foods will eat them alive. There is no…

If Kroger had a hammer: 7 ways an Ace deal would change the form of grocery

by Bryan Pearson — President, LoyaltyOne

Bryan Pearson maps out seven ways a mini-mall within a store retail strategy would change the shopper's path to purchase.

5 retail lessons learned from the upcoming lingerie wars

by Chris Petersen — Owner, IMS

As Chris Petersen sees it everything and every aspect of retail is being disrupted and reinvented.

4 trends retailers should be prepared for this year

Kurt Heinemann, CMO at Reflektion, shares his insight on what he expects will be the important retail trends in 2018 and beyond.

Creating measurable touchpoints for experiential retail

Jacob Taylor, founder and CEO, Civitas, explores the evolution of experiential retail and what marketers can do to capitalize on measurable touchpoints during…

Why online retailers, partners must focus on social commerce

Govinda Giri, architect of the Sagoon social commerce platform, believes the time is now to capitalize on an e-commerce model with the social media audience.

Using data to break discount dependency and nurture loyalty

James Glover, co-founder and CEO, Coherent Path, explains why retailers have to stop nurturing the wrong type of customer – the deal-hungry and disloyal –and…

The horse you rode in on will not win the race for the future

by Chris Petersen — Owner, IMS

Blogger Chris Petersen explains why reducing customer effort in the product purchase is critical in building the customer relationship.

Kagan: Amazon effect only part of reason Toys R Us failed

by Jeff KAGAN — Wireless Analyst, Telecom Industry Analyst

Jeff Kagan says we shouldn't be too quick to blame the failure of Toys R Us on Amazon. A good deal of the blame, he says, should land on the toy seller's…

Why product data is key to superior customer experience

Fred de Gombert, CEO and co-founder of Akeneo, explains why product data is key to superior customer experience.