Return charges spurring brand abandonment

April 13, 2023

Over one-third, 34%, of U.S. consumers have switched off a brand they had been loyal to in order to avoid paid returns.

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…

CX measurement ‘crucial’ for determining value

April 12, 2023

The ability to measure the return on investment when it comes to customer experience initiatives is "crucial" for demonstrating the value of investment to…

Consumers expect personalized brand interaction

April 10, 2023

Consumers expect, and want, to hear from brands in a highly personalized interaction and irrelevant messages will stop more than a third from shopping at a…

Walmart, Sam’s Club expanding EV charging stations through 2030

April 10, 2023

Walmart and Sam's Club will install EV charging stations at thousands of locations nationwide by 2030, the retailer announced on its website.

Drive-thru grocer arrives in Oklahoma

April 7, 2023

JackBe, a curbside drive-thru only grocery retailer, has opened in Oklahoma city.

7-Eleven deploys EV charging network

March 31, 2023

7-Eleven Inc. has announced plans to build one of the largest electric vehicle fast-charging networks of any retailer in North America with the launch of…

Gap taps Optoro to drive next-gen customer experience

March 30, 2023

Gap Inc. is deploying Optoro's returns platform to accelerate the customer returns experience and returns processing.

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…

Many businesses confident on CX ability

March 29, 2023

More than half, 67%, of business leaders are highly confident of providing the level of experience expected by consumers and more than 50% believe labor…

Lush, Victoria’s Secret, Party City jump aboard DoorDash

March 28, 2023

Delivery services provider DoorDash has several new retailers on its service, including Lush Cosmetics, Victoria's Secret and Party City.

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…

Chatmeter Announces the Appointment of John Mazur as CEO

Mazur adds significant experience to the executive team as the Company positions itself for growth and ongoing investment in its Location CX platform.

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…

Micro Markets: How to Win in the Industry

They supplement vending machines with inviting locations stocked with fresh snacks, meals, and refreshments in an open layout. So what exactly are micro…

Amazon adds 9K to layoff list

March 20, 2023

Amazon, in the space of four months, is laying off 27,000 workers in total, given an additional 9,000 announced today.

Istanbul airport ranks as tops in global mega-airport customer experience

March 13, 2023

The Istanbul Airport has been deemed the best in customer experience when it comes to ranking the world's best airport CX.

Des Moines citizens group calls on Hy-Vee to add cashiers

March 10, 2023

A group of citizens has formed to monitor checkout performance at the Hy-Vee supermarket on Fleur Drive in Des Moines, according to an axios.com report.

Office Depot launches platform to fuel customer passions

March 7, 2023

Office Depot wants its customers to reach their respective goals and aims to fuel their passions with the launch of a brand platform called Imagine Success.

Home Depot SVP on building a seamless shopping experience

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

Angie Brown, SVP of technology at The Home Depot, shares the retailer's view of technology and how it's aiming to create and deliver an interconnected…