Rethinking the retail return

Why the overall retail return process could use an overhaul in 2023.

4 ways rich product content helps boost retail digital sales

by Randy Mercer — VP, Global Products, 1WorldSync

To meet (and exceed) consumer expectations, brands must maintain product content consistency across all channels.

5 ways to optimize online experiences to reach a new generation of shoppers

As consumers face continued economic uncertainty, punishing inflation, and other disruptive factors, many are changing their buying behaviors again.

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…

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.

It's time to take chatbots out of the box

by Nilay Oza — CEO, Klevu

Nilay Oza, CEO of Klevu, reveals how conversational AI can help brands free their chatbots to initiate more human-like interactions and build more positive…

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.

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…

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.

2023 trends, technologies in CPG and retailing

by Parag Jain — Senior Vice President & Global Head of Sales Consumer, Retail & Logistic, Infosys

When consumer goods firms and retailers collaborate, they get better visibility into real-time POS data, enabling them to forecast demand, understand customer…

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…

5 ways to reach, retain customers in a down economy

by Jason Davis — CEO and co-founder, Simon Data

The real challenge for retailers and brands is not necessarily reaching new audiences but retaining the audiences in play. It requires a holistic look at owned…

Customer communications present unique challenges for delivery services

by Jim Tyrrell — Vice President of Enterprise Product Management, TNS

In my prior column, we discussed the impact of eroding consumer trust in voice calling on retailers' ability to engage and connect with customers. When…

3 ways retailers can play offense with CX this year

by Jim Katzman — Principal, CX Strategy & Enablement, InMoment

The holidays are over, we are all breaking new year's resolutions — now it's time to get to work. And if you're reading this article, your work is likely…

Top CX mistakes brands need to remedy now

by Yaron Morgenstern — CEO, Gassbox

The customer experience is more important than ever so brands must keep these problem areas top of mind.

A look at retailer CX investments, improvements coming in 2023

by George Trantas — Senior Director, Global Marketplaces, Avalara

Changing consumer preferences and uncertain economic conditions are putting retailers on their heels, forging new challenges to meet consumer expectations.

Busting 4 myths about live commerce

by Zarnaz Arlia — manager, Emplifi

Live commerce, or live-stream shopping, has been around for some time. In China live stream shopping is a $600 billion market. Across the rest of the world the…

Enhancing operational excellence via tech to boost in-store CX

by Mike Debnar — Retail Solution Principal, Medallia

Technology can help retailers enhance in-store operations to drive the customer experience.

How smartphones can shape the retail buying experience

Adopting a mobile-first approach to personalize the retail experience can build a community of customers who are better informed, more engaged and – most…