Uniting the fragmented customer journey

by James Brooke

With today’s fragmented customer journeys, there are many important components when looking to plug the gaps of customer experience so that they remain…

The customer journey: How it has evolved and where it’s going

by Danielle Michaely — Co-Founder and Chief Revenue Officer, Konnecto

If brands are not leveraging tools to gain visibility into consumer behaviors and trigger points online, they are missing out on key opportunities.

3 strategies to optimize customer experience before and during shipping delays

by Retail Customer Experience

It's clear that delivering excellent CX before and during shipping delays is essential to retaining and building strong relationships with customers. Here are…

Shoppers decide what makes a great in-store experience and here's what they want

by Bobby Marhamat — CEO, Raydiant

What, exactly, do today’s shoppers want from an in-store experience? The answer is clearer than you might think.

Reimagining customer experience for the new breed of shopper

by Joe Kamara — Director of Sales, Manhattan Associates

A reimagined customer experience can be broken down into three key stages, with POS playing an important linchpin function in each phase.

Blending AI, AR leads to happy retail customers

Within the wide range of technologies that have contributed to this new scenario, we can see how artificial intelligence and augmented reality have gained…

The need for empathy in CX: Why chatbots can't cut it

by Roger Beadle — CEO, Limitless

Retailers are seeing the value in prioritizing empathetic, human-led strategies that can provide comfort, and the innate human skills that a transactional AI…

4 strategies to boost revenue by reimagining customer journeys

By strengthening the connection between physical and digital shopping, retailers can create more enjoyable customer experiences that drive commerce and…

3D commerce trends to watch In 2022

by Yehiel Atias — Co-Founder and CEO, Hexa

Here's a look at new ways of providing convenient and sticky customer experiences in 2022 and beyond.

5 ways retailers can cut costs without sacrificing customer experience

by Brian Lannan — Vice President, Retail Experience, Avtex

NRF's Top 100 Retailers List is dominated by large, low-cost retailers. Amazon allows consumers to price shop any product, anytime, from anywhere. Walmart has…

How to win back customers with exceptional customer service

by Liz Tsai — Founder and CEO, HiOperator

Discover how a subscription-based sports publisher utilizes workflow automation to exceed customer service expectations resulting in “win-backs” of customers…

5 technologies that will define brick and mortar in 2022

by Bobby Marhamat — CEO, Raydiant

Five technologies are primed to enhance brick and mortar experiences in 2022. Can you guess what they are?

CX trends for 2022: Comfort, creativity, convergence, change

by Lisa Powers — Associate UX Director at Capgemini Americas, Capgemini

Retail trends coming: Stronger emphasis on inspiring consumer confidence, a growing need for brand differentiation, converging CX-related functions, and a new…

3 ways retailers can leverage analytics to optimize in-store CX

The brick-and-mortar retail industry is embracing its digital transformation moment. After years of lagging technological adoption, retailers are exploring…

Chatbots becoming more efficient, results couldn't be better

The all-knowing chatbots thought to be the future have been replaced by specialized bots, and the results are outstanding.

Luxury retailers bring high-touch service to online shoppers with live engagement

by Joseph Noonan — CEO, Vee24

High-definition video can be integrated into the online retail environment faster and easier than you might think.

How the convenience industry is harnessing data science

by Dafna Gabel — Vice President, Insights, PDI Software

Data science is helping c-stores succeed from inventory to employees.

How digital customer service takes the stress out of the post-holiday surge

While the holiday shopping season is bound to bring in sales, the post-holiday period is your digital customer service team’s time to shine.

2022 Predictions: 4 ways retail customer engagement is poised for change

by Tony Lorentzen — SVP of Intelligent Engagement Solutions, Enterprise Division, Nuance Communications

In times like these, when change is rapid and constant, correctly anticipating the future can be a huge strategic advantage when it comes to retail customer…

Understand and predict customer needs with customer journey analytics

by Simon Fraser

Customer journeys can change on a dime and the only guarantee is that today's journey looks nothing like yesterday's and tomorrow's will certainly be something…