Microsoft CEO: Tech intensity will rule retail

by Elliot Maras — Editor, Kiosk Marketplace & Vending Times

Retailers that have been able to use their data successfully are creating new opportunities for not only customers, but for brands and suppliers, Microsoft CEO…

How to participate in the 'experience economy' in 2020

by Elisabeth Zornes — Chief Customer Officer, Zendesk

Elisabeth Zornes, chief customer officer at Zendesk, explains why competing on price alone will not work anymore for the retailer. You've got to design the…

Millennials like the digital receipt approach

January 7, 2020

Nearly every consumer, nine out of 10 polled by Green America, wants a digital receipt as an option.

Survey says consumers want personalized experience

January 7, 2020

Personalization is top of mind for the consumer and retailers need to step up the customer experience effort as a majority of shoppers say brands are not…

Mastercard says holiday e-commerce sales enjoy record surge

January 3, 2020

Mastercard released its SpendingPulse report that said that U.S. retail sales grew 3.4% during the holiday season in 2019, with online sales growing almost…

Look Back: Top customer experience articles of 2019

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

All retailers, big and small, are hungry for insight on what retailers are doing, learning, testing and trying, when it comes to enhancing the retail customer…

More than half of Brits use cash for gifts during Christmas season

December 23, 2019

Six in 10 people (59%) across the U.K. who celebrate Christmas are likely to use cash in lieu of a card when purchasing gifts, treats or socializing this…

JRNI CEO on how tech is bridging the digital-to-physical divide in retail

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

Retail Customer Experience talks with John Federman, CEO of JRNI, an enterprise SaaS scheduling platform, on why technology must be front and center for all…

Gap between retail winners and losers getting bigger

December 18, 2019

Retailers must not only embrace the customer experience evolution but the customer experience revolution taking place, according to a Confirmit report…

Cash payments in Canada declined 40% in 5 years

December 18, 2019

Cash payments in Canada declined 40% in volume over the last five years, according to a recent report from Payments Canada, an organization that operates a…

Report: Retail is in flux

December 17, 2019

A white paper on customer experience within the apparel store environment reveals why shoppers switch stores and the impact big box and fast fashion brands are…

Majority of UK consumers find online shopping more convenient

December 16, 2019

More than half, 52.5%, of U.K. residents prefer online shopping due to its convenience and the fact they don’t have to deal with crowded stores. Of those…

Mobile messaging taking deeper root among consumers

December 16, 2019

Consumers are 35 times more likely to open a mobile message than an email from retailers, yet businesses have been slow to provide a mobile communication…

Why retailers need to slow down to go fast

Christine Andrukonis, founder and senior partner, Notion Consulting, offers up insight on why the idea of making haste slowly can help retailers truly…

Aptos study reveals brick-and-mortar still king, BOPIS gaining popularity

December 13, 2019

Consumers in the U.K. and U.S. still prefer the physical store as their shopping channel, as they like to touch, feel and try products before purchase, and…

Why marketers shouldn't be too quick to switch to virtual-only strategies

Crawford Davidson, managing director, Go Inspire Group, shares insight on data relating to the balance between online and offline shopping and how it will…

Consumers want more value from loyalty programs, reveals report

December 12, 2019

Over a third of consumers, 38%, avoid retail loyalty programs with many stating that they don't feel there is enough value in participating. For those opting…

SMG retail engagement leader on taking care of the customer

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

Brian Dennis, senior vice president, retail customer engagement, for Service Management Group, has seen the transformation of physical retail stores from…

mPOS transactions will surge to $1.9T by 2024

December 10, 2019

Juniper Research is forecasting a surge in mobile point-of-sale transactions, with new data showing volume will more than double to $1.9 trillion by 2024…

How retailers can give consumers the personal care they expect

Carey Stoker, senior vice president, customer care services, Radial, believes customer care is the differentiator between a good and a great experience, and…