The strategic embrace: Blending automation and AI power with the human touch to drive customer relationships

by Jeanne Duca — Chief Marketing Officer, BCN

Retailers face a tricky balancing act: using technology to make life easier for customers while keeping the human connection that builds loyalty and trust.

Walmart slashing 1,500 jobs in restructure strategy

June 5, 2025

Walmart aims to reduce its workforce by cutting 1,500 job as part of a strategy to simplify operations.

ShopRite stores deploy VoCoVo headsets

June 4, 2025

VoCoVo, which provides in-store team communication solutions, has deployed its Series 5 Pro Headsets at select ShopRite supermarket locations in the New York…

Kroger hiring 15K associates to drive better customer experience

May 28, 2025

The Kroger Co. is aiming to hire 15,000 store associates across a wide range of roles in a quest to enhance the customer experience.

Retaining retail store associates requires training, engagement, relationship building

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

Ensuring new employees have the right equipment, are introduced to the right people and have connections from the beginning can be critical in talent…

The secret to winning retail CX: Invest in your employees

by Rebecca Becker — Vice President, Retail Experience Solutions, Forsta

Competition in retail is fiercer than ever, and adopting a comprehensive approach to employee experience is no longer optional — it's necessary. Adopting new…

Retail hiring tips, advice and why data is crucial

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

Bart Lautenbach, senior vice president and general manager of talent solutions for Equifax Workforce Solutions, shares insight on how technology, specifically…

QVC appoints Tony Williams to chief people officer

April 16, 2025

Tony Williams has been appointed as chief people office for QVC Group, part of QVC Group Inc.

Foot Locker promotes Franklin R. Bracken to president role

April 8, 2025

Franklin R. Bracken, who had been serving as EVP and chief commercial officer at Footlocker, has been named president.

Only 1% of frontline workers have never dealt with customer incivility

April 3, 2025

Three-fourths, 72%, of front line workers experience or see customer incivility on a daily or weekly basis, with just 1% reporting no encounters with such…

Most frontline workers deal with incivility on a consistent basis

March 27, 2025

Three-fourths, 72%, of frontline workers experience or witness customer incivility on a daily or weekly basis, with just 1% stating they've never encountered…

Lowe’s employees rank tops in customer experiences

March 26, 2025

Lowe's employees ranked tops in customer feedback, according to a Chatmeter report.

More than half of store associates have dealt with abusive customers

March 25, 2025

More than half of frontline workers, 53%, have encountered customers who are verbally abusive, threatening or unruly.

Retail store policy changes require strategy, communication, associate understanding

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

Retailers can’t afford to roll out rules from the top down and expect them to stick. Employees aren’t just policy enforcers, they’re the face of the brand, and…

Joann will close 500 stores

February 24, 2025

Joann, a well known arts and crafts retailer, is getting ready to close more than half its stores following its second bankruptcy filing.

NCR Voyix names James Kelly CEO, president

February 17, 2025

NCR Voyix, a digital commerce solutions provider, has named James Kelly as its CEO and president, effective immediately, according to a Fintech Futures report.

Costco raises hourly pay for most workers

February 10, 2025

Costco has raised pay for most of its hourly workers.

PetSmart deploys GreyOrange gStore platform to boost operational efficiency

February 4, 2025

PetSmart is deploying gStore, a software-as-a-solution platform from GreyOrange Inc. to gain better efficiency across the retailer's nearly 1,700 stores.

A Closer Look CEO shares insight on making a personal customer connection

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

In this episode of the CX Innovators podcast, Chris Gillen, CEO and co-owner of A Closer Look, shares insight with RetailCustomerExperience.com editor Judy…

Presented by A Closer Look

More retailers tapping tech to improve store associate productivity

January 15, 2025

The labor challenges facing retail are driving more retailers to invest in technology, with 81% prioritizing tech investment to improve store associate…