Homesourcing: A new customer care model for beyond the holidays

by Lance Rosenzweig

Support.com President and CEO Lance Rosenzweig explains why today's rapidly changing e-commerce landscape requires a flexible approach.

Frontline retail preparedness will go a long way in 2021

by JD Dillon — Chief Learning Architect, Axonify

JD Dillon, chief learning architect, atAxonify, explains why retailers need to make sure the frontline workforce is equipped with the right mix of tools and…

How modern retailers can achieve success with AI chatbots

by Christa Martin

Christa Martin, a Chief Outsiders CMO, maps out how retailers should approach automation systems like consumer-facing chatbots and why the strategy should…

Making curbside a critical component of the customer experience

by Ram Venketaraman

Ram Venkataraman , chief product and technology officer at Kibo, says buy online-pickup curbside should not be viewed as a niche trend to sustain retail during…

How groceries of any size can boost growth beyond COVID-19

by Bagrat Safaryan

Bagrat Sataryan, CEO, Local Express, lists out several attributes grocery and supermarket retailers need to incorporate into the online presence to achieve…

The changing tide of retail CX

by Carlos Zapatero

Carlos Zapatero, a business development executive at SYKES, explains how the events of 2020 accelerated a shift in retail customer experience to become more…

Winter is here: How retailers can tap digital tools to boost the customer experience

by Kevin Grauman — CEO, QLess, Inc

Kevin Grauma, CEO of QLess, explains how technology is helping ease the retail que in times of social distancing amid COVID-19. But writes that retailers need…

How retailers can remain competitive during the pandemic

by Myles Kleeger

Myles Kleeger, president and chief customer officer, Braze, believes the retail winners of the holiday season, and of the ongoing pandemic, are those using…

Using customer insights to drive recovery in the pandemic: What 3 key steps do retailers need to follow?

by James Alty

James Alty, founder and managing director of Apteco, offers up three steps retailers can take in striving to rebound from the ongoing COVID-19 pandemic.

How brands can thrive in the COVID-19 holiday shopping season

by John LeBaron

John LeBaron, CRO of Pattern, shares three recommendations for retailers aiming to make this holiday season a lucrative one.

Using location data to create a more personalized in-store shopping experience

by John Kavulich — Vice President, IoT Solution Sales, Acuity Brands

John Kavulich, VP, IoT Solution Sales, Acuity Brands Lighting, Inc., shares insight on how retail leaders can close knowledge gaps when it comes to customers…

How retailers can continue to ensure in-store shopping is worth the trip in 2021

by Chip Miller

Chip Miller, CEO at Miller Zell, writes that regardless of the surging COVID-19 pandemic consumers are still venturing out to their favorite brand or retailer…

Why e-commerce retailers need a chief returns officer

Dan Nevin, chief revenue officer, global retail at Doddle, maps out why retailers should have a chief returns officer as part of the e-commerce team as returns…

Data key to adapting to consumers’ new COVID-19-induced holiday traditions

by Blake Burrus — SVP Analytics, Quotient Technology

Blake Burrus, SVP of data and analytics, Quotient, explains how data-driven insight can help retailers provide shoppers with relevant content and ideas that…

Delivering CX that meets the consumer at their moment of need this holiday season

by Matthew Tredinnick

Matthew Tredinnick, global VP, marketing, at Precisely, EngageOne, explains why retailers need to find way to engage consumers where they prefer to engage and…

Improving retail CX through localization

by Augustin Prot — Founder, Weglot

Augustin Prot, co-founder, Weglot, explains localization when it comes to international e-commerce and how it goes far beyond serving appropriate social media…

6 tips for great customer support experiences during holidays

by Kaitlin Pettersen — Global Customer Support Director, Intercom

Kaitlin Pettersen, global director, customer support at Intercom, shares six tips for using conversational support to proactively and automatically resolve…

Expecting the unexpected: The final stretch of 2020 for online retail

by Art Goldman

Art Goldman, retail expert and chief financial officer of DK Hardware, shares his thoughts on the remainder of 2020 and how a customer-centric approach, based…

5 questions for ensuring mobile technology success in retail

by Peter Sciara — Senior Mobile Solutions Arhchitect, Stratix Corporation

Peter Sciara, mobile solutions architect at Stratix, offers up five questions retailers should ask themselves to make sure the mobile tech retail strategy will…

Sidestepping survival mode: How to ease shopper anxiety, spending suppression

by Richard Piper

Richard Piper, business development director at Webloyalty, shares insight on how retailers can shape how a consumer will act at their online storefront by…