Touchless options gaining acceptance, expansion ahead

Touchless solutions have gained acceptance during the pandemic, but more customer education is needed as the technology continues to evolve beyond hygiene…

Site traffic, Amazon approach top of mind for retailers

February 10, 2022

Nearly all, 98%, of retail leaders are using or planning to use AI and machine learning in the next year and a half, and boosting site traffic and fashioning…

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.

2021 retail holiday sales hit $887B

January 20, 2022

Total retail holiday sales hit $887 billion, according to the National Retail Federation, despite ongoing supply chain hiccups and the ongoing COVID-19 Omicron…

The top 4 contact center KPIs and metrics that retailers need to start tracking

The four contact center KPIs and metrics that retailers must measure to generate higher revenue and drive increased business performance.

The future is now: 3 retail trends to watch

by Curtis Howse — Executive Vice President and Chief Executive Officer of the Home & Auto platform at Synchrony, Synchrony

As 2022 arrives here's a look at the top three trends in retail customer experience coming this year.

3 retail trends e-commerce brands can expect in 2022

by Link Walls — VP Digital Marketing Strategy, ChannelAdvisor

E-commerce became 'the' go-to during the pandemic. Here's what's ahead for 2022.

Revamped return policy may prove costly for retailers

January 4, 2022

During the past year of the COVID-19 pandemic many retailers extended the return policy from the traditional 30 day to 60 and 90 days but the move may prove…

The state of self-service checkout: 6 key takeaways

by Bobby Marhamat — CEO, Raydiant

2022 may be a watershed moment for self-checkout technology and adoption. Find out why.

Holiday returns not a jolly scenario for retailers

December 30, 2021

Retailers are facing a 7% spike in the cost of holiday returns this year, according to a CBRE-Optoro report.

DOOH brings holiday 'experiences' as retailers strive to rebound

by Kevin Damask — Editor, Digital Signage Today

After a difficult 2020 holiday season, the retail industry is expected to rebound this year. To entice shoppers back to stores, retailers are transforming…

Key challenges, opportunities facing retailers this holiday season

by Fang Cheng — Founder and CEO, Linc

Retailers that go above and beyond to meet the challenges and capitalize on the opportunities of the 2021 holiday season will reap the customer loyalty…

Retail recovery from COVID-19 is all about engagement

by Judy Mottl — Editor: RetailCustomerExperience.com & DigitalSignageToday.com, Connect Media

COVID-19, and now the omicron variant, continue to spur tremendous change in the retail customer experience. Key to survival is engagement and answering a lot…

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…

A deep dive look at the 2021 holiday shopping retail experience

by Judy Mottl — Editor: RetailCustomerExperience.com & DigitalSignageToday.com, Connect Media

The 2021 holiday season is proving challenging to retailers and consumer behavior is playing a big part. FullStory CMO Kirsten Newbold-Knipp provides a deep…

Self-checkout machine shipments spike 25% in 2020, issues remain

December 2, 2021

Self-checkout machine shipments jumped 25% in 2020 due to the pandemic, but the customer experience still needs improvement, as 67% of retailers and consumers…

Post-COVID, OOH has perfect opportunity to shine in retail

by Kevin Damask — Editor, Digital Signage Today

How will OOH advertising play a role in the U.S. economy as the nation continues to emerge from the COVID-19 pandemic? That’s a question many industry experts…

Retail leaders: Supply chain will spike prices, cause product shortage

November 1, 2021

Every retail leader polled in a First Insight survey expects supply chain disruptions to affect prices, promotions and sales, according to a press release.

Digital innovation in retail in the age of the experience economy

by Scott Wassmer — General Manager, Americas, Appnovation

Scott Wassmer, general manager, Americas at Appnovation, takes a look at the retail consumer's expectations when it comes to digital today and in the future.

As Black Friday loses its luster brands look for new ways to connect with consumers

by Paige O'Neill

Paige O'Neill, CMO at Sitecore, maps out how marketers adjust strategies to account for the current retail challenges while positioning themselves for a…