Why retailers need to up the delivery experience

At a time when inflation is soaring, competition is high and brand loyalty can be fragile if not actively managed, going the extra mile on customer engagement…

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…

3 ways to build brand loyalty through e-commerce

by Randy Mercer — VP, Global Products, 1WorldSync

Knowing they can expect a satisfying experience, return customers make purchases 90% more than new customers. Here's how to boost the community of return…

Making accessibility a first-class citizen in mobile retail apps

by Frank Moyer — CTO, Kobiton

Without accessibility, retail apps do a poor job of attracting and retaining customers.

Putting the human at the center of digital experience

by Shridhar Iyengar Raman — Global Sales Head Digital Experience, Infosys

Retailers need to make digital experiences more human-centric by bringing people from the edges of the interaction right into its center.

3 ways retailers can appeal to millennials this holiday season

by Marc Mezzacca — President, CouponFollow

It's time retailers gained a better understanding of the shopping habits of millennials.

Why retail leaders should plan a store visit before the holiday season

by Tony Gregg — Chief Executive, Anthony Gregg Partnership

A store visit can provide a boost to staff morale and uncover what works well on the retail store floor.

What retail hiring managers should ask when hiring for the holidays

by Barry Rosen — CEO, Interaction Associates

One of the most critical elements of retail customer experience is the direct interaction customers have with retail associates. That makes hiring a critical…

If conversational commerce isn't a priority retailers may be saying goodbye to customers

by Savinay Berry — EVP Product and Engineering, SHIFT Communications

Conversational commerce matters as customers expect to reach retailers when and how they want.

Optimizing personalized customer service to build loyalty beyond the holiday season

For retailers the holidays are the epitome of a love/hate relationship — the lines are long and customers can get impatient, but consumer spending is also at…

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 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…

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.

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…

Ways to improve cashierless experiences for today's shoppers

by Michael Jaszczyk — CTO, U.S. CEO, GK Software

With personalized offers, real-time access to information and post-purchase communication, cashierless stores can be sure to create an easy, fast experience…

A secret to retail CX in 2022: The prepared contact center agent

by Einat Weiss

By focusing on the well-being of customer service reps who interact directly with customers, retailers can transform the contact center from a cost center to…

Optimizing retail shopping experiences for safe, healthy holidays

It's crunch time for retailers preparing for the holidays and it's time to create the best shopping experience by keeping staff and customers safe and healthy.

Effective customer onboarding sets stage for human connection, experience improvement

by Simon Fraser

By taking an experience improvement approach, brands can identify questions to pose to customers at specific moments in the onboarding journey.

How to measure the impact of UX design on digital CX

The answer to a delightful customer experience is all about improving customer experiences across the website, mobile app, in-person interactions and…

11 brands winning with memorable in-store experiences

by Bobby Marhamat — CEO, Raydiant

Want to create memorable in-store experiences? Look to these 11 brands for inspiration.