With the close of 2017, a year which brought big news in retail customer experience strategy, technology and trends, Retail Customer Experience shares a hefty list of industry watcher expectations for the new year.
Retail Customer Experience readers love getting insight from those in the trenches, and this year's top five articles illustrate that hunger.
Erik McMillan, founder and CEO of Shelfbucks, explains why modern-day analytics will position in-store merchandising among the greatest opportunities for retailers and CPGs to reshape the industry and dramatically increase brick-and-mortar revenues.
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.
Mark Ryski, CEO and founder of HeadCount Corp., wonders why conversion rate optimization isn't a retail obsession given the difficult business conditions brick-and-mortar retailers are facing.
Moosejaw, a Michigan-based retailer, is tapping FullStory to get accurate insight on customer experience and boost customer service and satisfaction.
Mike Maughan, head of global insights at Qualtrics, explains why X-data is a major piece of the puzzle when it comes to retail success.
Bob Feher, an expert in analyst relations and market intelligence at NCR Corp., provides insight on why retailers which are striving to keep up with millennial consumer demands may actually be alienating other customers.
Dan Chester, VP and retail practice leader at ForeSee, explains why it's more important than ever for retailers to improve conversion metrics.
Velocity Worldwide CEO Enda McShane explains why retailers must be conscious of the need to have actionable insights into who customers are, why they shop, and how best to connect with them. The failure to fully understand their own consumers, he says, leads marketers to lose valuable business and potential purchases.
Victoria Bough, general manager for Customer Experience Solutions at Periscope By McKinsey, explores the key steps and traps to avoid in transforming a middling approach to customer experience measurement into one that delivers impact and creates value.
Digital leaders from Behr, Subway, SoftBank and FordDirect share insight and opinion on where robotics fits into the customer experience and what promise the technology boasts.
Interactive technology promises a wealth of insights on customer behavior, but retailers need to have a plan for deploying the technology and glean insights from data analytics.
When brands, retailers and digital experience providers met at the 2017 ICX Summit in Dallas the focus was on defining “what works” to maximize CX approaches.
Brands really can't treat any of their customers like they're all alike anymore, not just the millennials, especially now that the technology is available to enable brands to treat them all more and more like individuals.
Brendan Witcher, principal analyst for Forrester Research and Ryan W. Parker, general manager, Responsive Retail for Intel, offer insight and best practices during a free June 22 live webinar focused on crafting that illusive seamless customer experience.
The main benefit of robots is often described as automating repetitive tasks. Robots are perfectly suited to such tasks, they can check over and over without losing concentration, while remembering every single planogram, matching it to the shelf in fractions of seconds, and producing actionable reports.
Today's retail space is evolving rapidly, driven by changing customer demand and increasing competition. While technology should be the enabler of this shift, very often it is one of the elements holding organizations back — particularly where they have tens to thousands of branches, such as in the convenience store market.
Artificial intelligence isn't just about having a chat bot. As a leading women's wear retailer is discovering, AI offers a way to solve a slew of retail challenges and boost the bottom line way beyond just better customer communication.
City Furniture is reaping big rewards on three customized iOS apps developed by the retailer, IBM and Apple. The apps and IBM MobileFirst solution is spurring sales, driving efficiency and fostering deeper customer engagement.