Airline customer service reflects turbulent consumer experience

April 27, 2023

Not too many consumers are happy with the customer experience when it comes to airlines and travel with 76% expressing negativity regarding flight disruptions…

Organized crime poses increasing retail threat

April 26, 2023

Organized retail crime is a growing issue for the U.S. retail industry, and it's getting bigger and more complex, according to the National Retail Federation.

ICXA announces 2023 Elevate Awards

by Alicia Lavay — Executive Director, ICX Association

Alicia Lavay is Executive Director at the ICX Association. Image provided. "Sometimes when I consider what tremendous consequences come from little…

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.

Chatmeter Updates Its AI-Powered Sentiment Analysis Tool, Pulse, to Deliver Faster and More Customized Access

The new features will allow multi-location brands to analyze data about the customer experience (CX) in more strategic and customized ways.

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…

David’s Bridal laying off thousands of workers

April 19, 2023

David's Bridal, a wellknown bridal dress and accessory retailer, is laying off thousands of workers but will fulfill orders without disruption or delay…

Best Buy slashing workforce, will focus on e-commerce strategy

April 18, 2023

Electronics retailer Best Buy is reportedly slashing hundreds of store workers and focusing heavier on its e-commerce strategy.

Amazon enacts return fee for UPS users

April 17, 2023

Amazon customers who decide to return an item via a UPS store now will pay a $1 fee.

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.