Why egift rewards during holiday season are a win-win

Retailers and consumers are leveraging egift rewards for holiday promotions and passing on checks.

How to keep your loyalty program from failing over the holidays

Whether you have a loyalty program or are working on creating one for the holiday rush, don't get caught making some common mistakes that end up doing more…

Examining the design-it-yourself revolution

Enabling self-expression leads to a deeper and more intimate connection with brands, which is the basis for emotional branding.

3 steps for reinventing customer service with social support

HP Director Kriti Kapoor explains how social media is rapidly becoming the main conduit for customer care and support and why, if your company hasn't moved in…

Cisco talks virtual reality and customer experience in retail

Cisco's Shaun Kirby, CTO, Rapid Prototyping, talks augmented reality and virtual reality and the tremendous consumer uptake.

3 tips to avoid being ‘spooked’ by holiday shopping

How can retailers ensure continued success well into (and beyond) the holiday shopping season? The answer: Mobile.

Should retail prices in store be the same as online?

by Chris Petersen — Owner, IMS

Omnichannel "click & collect" is a slippery slope for retail prices.

3 surefire ways to tell if a retail store is 'omnichannel'

by Chris Petersen — Owner, IMS

Omnichannel is creating an experience where you can have it your way.

When change is in store: How Starbucks, Stouffer's and others manage transformation

by Bryan Pearson — President, LoyaltyOne

The old chestnut goes that the only constant is change, but in retail this is not true. The other constant is the risk of failure, and knowing how and when to…

EMV 1 year later: Navigating through the process

The U.S. EMV liability shift will "celebrate" its one-year anniversary on Oct. 1, yet roughly 60 percent of U.S. merchants still cannot accept EMV.

Examining the 5 retail senses

What happens when we go beyond the basic human senses and tap into a consumer's retail senses? Retail senses encompass the five basic areas: presentation…

4 ways mobile can boost the bottom line

James Robins, CMO at Canvas, offers up four ways mobile technology can help retailers improve the bottom line, and make for happier customers and a happier…

5 steps toward campaign hyper-personalization

In today's data-driven economy, standard campaign personalization alone isn't enough. Customers expect marketers to use their data competently; the ability to…

How artificial intelligence is transforming retail personalization

Retail personalization is certainly not a new concept, but there are many new advances in personalization helping retailers create deeper relationships with…

5 major retail fails from P&G, Macy's, Wal-Mart (and what they teach us)

by Bryan Pearson — President, LoyaltyOne

Some of the most attractive investments in retail have proven disastrous. Fortunately, retailers have learned to rebuild from past mistakes.

Pokémon GO: A retailer's dream, or a network/app management nightmare?

Most retailers take advantage of applications to improve customer engagement. To facilitate wireless coverage for customers using a retailer's mobile app (who…

Mobile innovation is not about your phone!

by Jeannie Walters — Chief Customer Experience Investigator, 360Connext

What if the future of mobile has nothing to do with the phone in your hand?

Filling big shoes with square feet: What Dollar General-Wal-Mart deal means

by Bryan Pearson — President, LoyaltyOne

While Wal-Mart, Target and other chains test ways to maneuver into smaller footprints, other retailers benefit from their missteps.

3 ways to ensure a loyalty program pays off

Retailers need to be convenient, responsive and memorable. At every touchpoint, we should strive to answer the question "how is this helping shoppers out?"

The simple solution for retailers: Be channel agnostic

by Chris Petersen — Owner, IMS

Consumer journeys are neither the same, nor consistent. The term omnichannel is becoming ubiquitous. However, it may be one of the most misunderstood terms in…