Blending the Best of Both Worlds: Humanizing Customer Service with the Power of AI

Many customers still prefer to talk to a real person for their customer service needs, even when using online chat systems. With today’s continuing employee…

How retailers can meet high-scale demands with exceptional customer experience

By leveraging an outsourcing partner's experience, global presence, technological innovation, retail businesses can anticipate and scale fast, reduce attrition…

Presented by RetailCustomerExperience.com

Vivino and Tuft & Needle share 3 winning strategies to level up customer service in retail

Great service can increase customer loyalty, net promoter score (NPS), customer satisfaction (CSAT), and profitability. But what steps can brands take to…

How employee ambassadorship creates customer advocacy

by Michael Lowenstein — Senior Director, Employee Experience, InMoment

Employee and store associate engagement is as important as customer engagement. Learn why.

Home Depot COO steps into CEO role

March 1, 2022

Ted Decker, who was Home Depot's COO as of yesterday, takes on the role of CEO as of today.

Bath & Body Works chief leaving in May

February 28, 2022

Bath & Body Works CEO Andrew Meslow will step down from his role in May due to health reasons.

Discover Best Practices to Improve CX Outcomes

This session shares the latest research on best practices to help leaders coach teams and optimize processes and technology to empower agents and improve…

Presented by RetailCustomerExperience.com

Walgreens leader now CMO for EcoATM Gazelle

February 18, 2022

Patrick McLean EcoATM/Gazelle, a smartphone and mobile e-commerce provider with 5,000 trade-in kiosks across the United States, the U.K. and Germany…

Dollar General promotes Donna Hernandez to VP store operations role

February 15, 2022

Donna Hernandez has been named divisional VP of store operations for Dollar General.

Amazon doubling base tech, corporate pay cap to $350K

February 8, 2022

Amazon is more than doubling salary caps for U.S. tech and corporate employees.

Home Depot hiring big ahead of spring season

February 3, 2022

The Home Depot aims to hire on more than 100,000 associates to be ready for the spring season and positions range from full-time to part-time in areas of…

Looking for Return-to-Work Essentials? Start with Touchless Technology.

Today more than ever, employers have an important duty of care to ensure workplaces are both safe and hygienic for employees. Installing touchless facilities…

5 Trending Topics at NRF 2022

Read this recap on NRF 2022 and discover the trending topics that will shape the contact center of the future.

Lowe’s donating $1M to help tornado victims across US

December 22, 2021

Lowe's is donating $1 million dollars for community relief efforts in Kentucky and other states hit hard by tornado activity this month.

Hobby Lobby boosts minimum hourly wage

December 17, 2021

Come Jan. 1, 2022, Hobby Lobby Stores Inc. is increasing its minimum full-time hourly wage to $18.50.

Managing high call volume in retail during the Cyber-5 period

Contact center volume was up 41% year over year during the 2021 five-day holiday shopping weekend that extended from Thanksgiving through Cyber Monday…

Macy’s ups hourly wage, education benefit to lure job seekers

November 11, 2021

Macy's is upping its minimum wage to $15 by Spring, 2022 and is establishing an educational benefit that will pay full tuition, books and fees all in a quest…

Prevent the Spread of COVID-19 in the Supply Chain

Even a moderate supply chain disruption can have a serious impact on a company’s future. An autonomous screening process can help minimize the risk.

Coaching Remote Customer Service Teams

With remote work likely to be a fixture of customer service teams going forward, effective coaching is key to ensure the team is performing at the highest…

Why it's critical to enhance retail associate culture, training

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

As consumers flock back to brick-and-mortar retail stores, brands are facing challenges as the holiday shopping season kicks in. There's not enough staff and…