Jonathan Kateman, general manager of Constant Contact, an Endurance International Group brand, explains why combining strong audience insights with good design will pay dividends this holiday season and beyond.
S&S Firepits sells custom-made steel fire pits and delivery costs were nearly triple a firepit's sales tag. But then the Georgia-based retailer found a cost-effective app-based option that's doing more than just saving on delivery.
Chris Robinson, CEO at Yonder Digital Group, explains why U.K.-based online retailers will lose if they don't realize when consumers are shopping and when they need online support.
David Duncan, VP of security marketing at CA Technologies, explains why retailers that want to gain — and keep — customer trust need to avoid common pitfalls.
Yair Holtzer, co-founder, SVP and head of U.S. office at Como, explains why retailers must think of the holiday shopping season not only as a few particularly profitable weeks, but as a springboard for long-term customer relationships.
Seeta Hariharan, GM and group head, TCS Digital Software & Solutions Group, explains why 'the moment of truth' in retail has passed and been replaced by the sum of the consumer's connected experiences.
Jeff Kagan has a big list of big questions for today's retailer -- from realizing the need to change to creating both a defensive and offensive strategy.
Gil Larsen, VP Americas at Blis explains why retail success is all about inviting consumers in for a visit and ensuring you engage them once they come in.
One almost expected Target CEO Brian Cornell to break out in a few 'ho ho hos' during a live talk Wednesday following the retailer's third quarter earnings report. Even as shares dropped Cornell is confident and happy about results.
Anand Subramaniam, SVP worldwide marketing for eGain, offers up insight on how retailers can avoid frustrating potential customers and only only survive but thrive with self-service.
Verifone North America President Joe Mach shares insight on what retailers are doing, the big trends in play with customer experience and how consumers are spurring trends and retail customer experience strategies.
Chip Bell explains how retailers can achieve stress-less success during the hectic season by acting as a host, not as a slave.
Compass Group and Nudge Rewards share how mobile technology is creating big wins both on the customer experience front and in the operational trenches.
Premier gourmet food and gift retailer debuts updated brand look, feel and tone, from its website to its catalogs and across social media. It's all focused on elevating the retail gift-giving customer experience.
David Rosen, digital transformation technologist and strategist,TIBCO Software, shares how industry leaders, like Amazon, are laser focused on innovating the best means to continuously drive a positive customer experience, all while reigning in costs.
Nick Francis, CEO of Help Scout, shares how automation, if done well, can lead to higher customer satisfaction and a better experience. Instant gratification, he explains is the key benefit automation has over other forms of one-to-one communication, and it's tough to beat.
Michael Ringman, CIO, Telus International, explains why omnichannel customer service isn't just about who has the longest list of 'contact us' options available, but about making the customer journey seamless from one touch point to the next.
Kevin Nix, CEO and co-founder, Stellar Loyalty, explains why tech-savvy frontline employees must have five specific skills and why retailers must invest in identifying candidates who naturally have these talents.
The retailer is tapping a new creative platform developed by consultancy Persuasion Arts & Sciences to refresh the brand, build deeper engagement with customers and better connect with new customers.
Tom Schoen, president and CEO, BTM Global, explains how there is often a gap between what a retailer wants to know and what's truly important to operations and why analytics is critical to eliminating that gap.