Effective CX strategies amid evolving retail consumer engagement

In times of unpredictable spending habits, it is critical for brands to reconsider customer experience strategies to better support brand loyalty and consumer…

ICXA announces 2023 Elevate Awards

by Alicia Lavay — Executive Director, ICX Association

Alicia Lavay is Executive Director at the ICX Association. Image provided. "Sometimes when I consider what tremendous consequences come from little…

Empathy dip among Americans playing role in retail CX

April 25, 2023

Americans are lacking empathy more than ever, with two in three reporting it has decreased in the past year, yet nearly half, 47%, want to experience more…

Luxury shoppers seeking deeper store connection

April 25, 2023

A good number, 77%, of consumers expect to visit a luxury retail store this year and nearly half, 49%, believe the store should be more than a place to buy and…

3 things retailers should know about search and browse

by Sanjay Mehta — Head of Industry, eCommerce, Lucidworks

To deliver relevant search results, retailers need to understand search queries and return the precise results that match what shoppers are looking for.

Retail spend dipped in March

April 20, 2023

Retail sales dipped by 1% in March compared to February, according to Commerce Department data.

Why retailers must bridge digital, human engagement to meet customer expectations

Creating these personalized, seamless experiences across every channel is particularly important as today’s shoppers have more choices than ever.

Chatbot tech boasts untapped opportunity for retail

April 17, 2023

Over half of online shoppers using chatbots are more likely to shop from brands using conversational AI, and 67% of ChatGPT users feel understood often or…

March retail sales up nearly 5%

April 17, 2023

In-store and online retail sales, excluding automotive, were up 4.7% year-over-year in March, according to a Mastercard SpendingPulse report.

Emotional connection, pricing driving purchasing decisions

April 14, 2023

A good number of U.S. and U.K. consumers, 70% and 76% respectively, expect the current economic downturn to last more than 12 months and more than 90% of…

Return charges spurring brand abandonment

April 13, 2023

Over one-third, 34%, of U.S. consumers have switched off a brand they had been loyal to in order to avoid paid returns.

Consumer satisfaction and the end of free returns

by Jorge Lopera — Vice President, Head of Global Strategy, FarEye

For retailers, the last mile has become an important extension of their brand. For logistics providers, fulfilling last-mile deliveries has become a…

More consumers choosing buy now, pay later option

April 12, 2023

An increasing number of consumers in 2022 chose the buy now, pay later option, according to Adobe Analytics data, and the trend appears to be continuing this…

Online reviews can impact retailer’s bottom line

April 11, 2023

Consumers view online reviews of brands and retailers as a two-way dialogue and want brands to participate. Shoppers also view ChatGPT and the Metaverse as…

Gen Z consumers love automation, Boomers not so much

April 11, 2023

When it comes to automating the retail customer experience Baby Boomers have a harsh view of the strategy but Gen Z consumers view it, and its impact, much…

The new brand loyalty: How CX value is becoming a powerful brand differentiator

by Elizabeth Tobey — Head of Marketing, NICE FluenCX, NICE

Today's customers are no longer blind brand loyalists, at least not in the ways we once defined loyalty. In fact, the very notion of brand loyalty is shifting.

Consumers expect personalized brand interaction

April 10, 2023

Consumers expect, and want, to hear from brands in a highly personalized interaction and irrelevant messages will stop more than a third from shopping at a…

Retail growth to dip a bit this year

April 5, 2023

Retail sales growth will hit between 4% and 6% this year, reaching between $5.13 trillion and $5.23 trillion, according to the National Retail Federation.

The marketer-consumer personalization disconnect

by Jon Reily — EVP Commerce & Loyalty, Bounteous

Not only do retailers and brand struggle to foster personalized experiences, they also struggle to understand customers well enough to know they’re missing the…

Gas prices impacting c-store consumer spend

April 3, 2023

Inflation, and specifically gas prices, are impacting consumer spend at convenience retailers, according to a study from PDI Technologies and GasBuddy.