3 things retailers should know about search and browse

by Sanjay Mehta — Head of Industry, eCommerce, Lucidworks

To deliver relevant search results, retailers need to understand search queries and return the precise results that match what shoppers are looking for.

It's time to take chatbots out of the box

by Nilay Oza — CEO, Klevu

Nilay Oza, CEO of Klevu, reveals how conversational AI can help brands free their chatbots to initiate more human-like interactions and build more positive…

Consumer satisfaction and the end of free returns

by Jorge Lopera — Vice President, Head of Global Strategy, FarEye

For retailers, the last mile has become an important extension of their brand. For logistics providers, fulfilling last-mile deliveries has become a…

5 ways to reach, retain customers in a down economy

by Jason Davis — CEO and co-founder, Simon Data

The real challenge for retailers and brands is not necessarily reaching new audiences but retaining the audiences in play. It requires a holistic look at owned…

Customer communications present unique challenges for delivery services

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

In my prior column, we discussed the impact of eroding consumer trust in voice calling on retailers' ability to engage and connect with customers. When…

3 ways retailers can play offense with CX this year

by Jim Katzman — Principal, CX Strategy & Enablement, InMoment

The holidays are over, we are all breaking new year's resolutions — now it's time to get to work. And if you're reading this article, your work is likely…

A look at retailer CX investments, improvements coming in 2023

by George Trantas — Senior Director, Global Marketplaces, Avalara

Changing consumer preferences and uncertain economic conditions are putting retailers on their heels, forging new challenges to meet consumer expectations.

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.