The retail CX playbook for surviving (and thriving) during the holidays

A guide for brands to implement automated contact center solutions to support seasonal agent workforces.

POS playing stronger role in consumer tipping

November 18, 2022

Nearly half of consumers, 45%, report tipping more due to business requests during the checkout process and over a half of U.S. consumers say they feel…

DSW taps Cobblers Direct on nationwide shoe repair services

November 14, 2022

DSW Designer Shoe Warehouse is teaming up with Cobblers Direct, the online spinoff of The Shoe Hospitals, to offer high quality shoe repair services in all…

Auto parts dealer taps Algolia platform to boost online experience

November 9, 2022

Mister Auto, an international auto parts e-commerce company, is deploying the Algolia API-First Platform, offering AI synonyms, search and A/B testing, to…

Amazon sweetens subscription offerings

November 8, 2022

Amazon is expanding its music and podcast universe to its Prime subscription members without requiring any additional cost.

How to enable more human interactions with customers

by Sarah Assous

Enabling human interactions with customers is about facilitating discovery experiences that feel human and empathetic, speaks your language, removes…

The Ultimate Choice of Self-service POS System for High-speed Rail Companies

In the post-COVID-19 era, high-speed rail companies install self-service POS systems to avoid human contact and prevent the spread of the virus. PST650 is the…

The psychology of trust and voice calling: Why retailers are taking notice

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

Retailers are recognizing the need to work with other stakeholders to carve a path forward to restore consumer trust in voice calling and ultimately their…

How Millennials and Gen Z Are Changing the Future of Customer Service

Customer loyalty is changing: Brands need to keep up with and exceed customer expectations more than ever, especially for younger generations. The main…

Kroger, Albertsons merger will have customer repercussions, claim experts

October 31, 2022

Higher prices, the loss of private brand product options and more food deserts will impact customers if the proposed $24.6 billion dollar merger of Kroger and…

Redefining customer experience in retail

by Michael Scharff

Achieving consistently good CX requires a clear understanding of how consumers are influenced and how they prefer to engage with brands and retailers.

5 shopper experience essentials for Black Friday

by Peter Messana — CEO, Searchspring

Here is a checklist of five shopper experience essentials retailers need to win Black Friday.

Jewelry brand debuts AR, VR immersive experience

October 25, 2022

Tanishq, a leading Indian jewelry brand, has partnered with Inventech, a Laqshya Media Group company, to roll out an experiential holiday marketing campaign…

Retail tech not meeting shopper expectations

October 24, 2022

Consumers want self-checkout, store mapping and mobile apps, but not every retailer is delivering on consumer expectations.

Optimizing retail customer experience and remaining competitive

by Brad Hawkins — SVP Products & Solutions, ServicePower

The retail industry thrives on positive customer interactions and feedback, so when reviewing how organizations can remain competitive it's vital to develop…

PwC leader: Why retailers must balance digital-driven experiences with human-led interaction

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

The PwC 2022 Customer Loyalty survey reveals just one poor interaction can prompt a customer to shop elsewhere.

Walmart offers online shoppers an in-store fitting room

October 17, 2022

Walmart has launched Be Your Own Model, an in-store fitting experience for online shoppers.

Many retailers don’t have data to boost customer experience

October 14, 2022

More than half of retailers, 60%, aren't collecting enough data to boost the customer experience, with just 12% having an equal amount of solicited and…

How composable commerce lets retailers innovate

by Barbara Rybka — Chief Customer Officer, Commerce Layer.

Composable commerce is a modular development approach to e-commerce that involves bringing together best-in-class services to power customized front-end user…

Hudson taps Decanted for Dallas airport wine bar

October 11, 2022

Hudson Group, a travel experience provider with more than 1,000 stores in airports, commuter hubs, landmarks and tourist destinations across North America…