Customer Experience

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  1. Shopper & Customer
 A whopping 81% of consumers plan to maintain or increase their digital usage, even as COVID-19 restrictions lift, according to a survey from FullStory. Is your business prepared to deliver an easy, friction-free experience?   During this episode of Retail Remix, Kirsten Newbold-Knipp, CMO of FullStory, and Elizabeth Simmer, Head of Onboarding & Professional Services, sit […]
  1. Channel: Ecommerce & Digital
Here’s a batch of new ecommerce books for your fall reading list. There are titles on branding, social media marketing, personalized customer experience, entrepreneurship, and the post-pandemic workplace. I compiled this list using Amazon. From Amazon’s “Books” category, I selected “Business & Money.” From there I chose the “Processes & Infrastructure” sub-category and selected “E-commerce.” […]
  1. Department & Category
ARLINGTON, Va. – The Food Industry Association (FMI) is out with a report that examines how traditional grocery business cycles are being upended by pandemic-fueled changes in consumer behaviors. “The Food Industry Speaks 2021” tells the story of the food retail industry’s resilience and transformation in 2020, and identifies how the landscape continues to shift, […]
  1. Technology & Innovation
The ways we work have radically changed. But the ways we build our workforces have not undergone the same shifts. How do we hire, support, and prepare a tech workforce for jobs that don’t exist yet? How do we ensure that the workforce we build is more inclusive, diverse, and skilled than ever?   These are […]
  1. Shopper & Customer
Raydiant’s new series, the Future of Shopping, interviews experts and thought leaders with a goal of better understanding what organizations can do to prepare themselves for what lies ahead.  The following is an interview we recently had with Amal Jomaa, Head of Fashion at SO REAL Digital Twins AG. How has consumer shopping behavior evolved […]
  1. Channel: Ecommerce & Digital
By John Gallemore, CEO, THG Ingenuity  The last 18 months have seen extraordinary growth in online shopping, as the world adjusted to home working alongside periods of lockdown and isolation.  Indeed, THG data shows that sales increased by 42% in 2020, with a 73% uplift in new customers year-on-year.   For many retailers, it’s been challenging – in some cases impossible – to keep […]
  1. Shopper & Customer
Raydiant’s new series, the Future of Shopping, interviews experts and thought leaders with a goal of better understanding what organizations can do to prepare themselves for what lies ahead.  The following is an interview we recently had with Natalya Bucuy, Marketing Director at LiveHelpNow. How has consumer shopping behavior evolved over the past 5 years?  […]
  1. Corporate Strategy
Bed Bath & Beyond today announced the launch of the Home, Happier Team, the retailer’s first-ever curated advisory panel of industry experts who will serve as “host and hostesses of the home,” providing ideas, innovative solutions and compelling content to help customers personalize their living spaces and make it easy to feel at home.  Created […]
  1. Channel: Mass
A research note published by Deutsche Bank says that the Walmart+ membership program has picked up the pace of new members with the total count having grown to an estimated 32 million U.S. households. About 86 percent of Walmart+ members have also subscribed to Amazon Prime. Walmart CEO Doug McMillon said the retailer is focused […]
  1. Operations & Supply Chain
Online furniture retailer Made.com reports £214 million gross sales for the first half of 2021, representing 54% year-on-year growth. Revenue stood at £171 million, +61% YoY, with Q2 revenue of £89 million, +84% YoY. At the same time, however, loss before tax was £10.1 million, a 34% improvement on the first half of 2020 when […]
  1. Technology & Innovation
Many workforce management solutions in the contact center are outdated and urgently in need of an upgrade. Amid ongoing disruption, customer expectations have skyrocketed. To keep up, contact centers have had to make changes, including the technology used to manage their workforces. The latest State of Service report reveals that 78% of decision-makers have invested […]
  1. Channel: Grocery
Providing 30-Minute Delivery Enabled by First-of-its-kind Virtual Convenience Store.
  1. Media & Marketing
Now there’s an easier way to manage your digital signage content and simplify your workflow. Introducing Raydiant’s new Nested Playlists feature, which allows you to organize your playlists—mixing, matching, and scheduling them to suit your everyday needs. Whether you’re a restaurant with a digital menu board, a retailer with promotions that change regularly, or any […]
  1. Channel: Mass
Walmart, Senior Manager II, Merchandising Sourcing – Private Brands- Pets, Baby & Beauty Position Summary… What you’ll do… Senior Manager II, Merchandising Sourcing – Private Brands- Pets, Baby & Beauty At Walmart, we help people save money so they can live better. This mission serves as the foundation for every decision we make and drives […]
  1. Shopper & Customer
It’s an open secret that there is unmet customer demand in insurance. Only 27% of customers feel the financial services industry is fully customer-centric. Investors and innovators know there are opportunities to do things better. More than $19 billion was invested in insurtech (insurance technology) startups — new, digital-first insurance companies — between 2016 and […]
  1. Corporate Strategy
DEERFIELD, Ill. — Walgreens Boots Alliance (WBA) has named Tracey Brown to the newly created post of president of retail products and chief customer officer at Walgreens. WBA also named Danielle Gray executive vice president and global chief legal officer, and named Jeff Gruener senior vice president and chief financial officer. “I am pleased to […]
  1. Technology & Innovation
Over the past decade, firms have poured significant resources into the digitization of their operations and the creation of new digital experience platforms to win, serve and retain increasingly fickle customers. The result? Digital sameness for the most part.   According to Forrester’s Customer Experience Index (CX Index™), a study of 100,000 consumers and 300 brands that has […]
  1. Shopper & Customer
The move to a mobile-first world has been expedited by the Covid-19 pandemic, and many companies have had to accelerate their digital transformation initiatives dramatically. This new reality has changed the way we shop and interact with one another. Retailers work vigorously to create emotional connections with their customers, and this connection must continue into […]
  1. Media & Marketing
The In-Depth Guide to Amazon Keyword Research This 2021 When you are selling on Amazon, one of the crucial things to focus on is to get your product listings shown to the right audience. Your products should be seen when shoppers look for them, but how, with over 12 million products sold on the marketplace? […]
  1. Shopper & Customer
In Salesforce’s recent consumer goods report, business leaders indicated that managing trade spend had become one of the top three priorities for consumer goods (CG) companies over the course of 2020. Many CG companies continued to invest heavily in trade spend, regardless of performance. Now, given the increase in spending, the changes in consumer shopping […]
  1. Data & Insights
Why Ecommerce Brands Must Double-down on CX Today’s eCommerce landscape has become highly competitive. There are tens and hundreds of brands with the same product and price ranges, leaving customers with a multitude of options.  But how can a brand grow in this scenario? How can a brand differentiate itself from its competitors and cement […]
  1. Trends & External Forces
Retailers recognise the importance of customer experience in the future store, as the latest  European research shows – but how does this translate in bricks-and-mortar settings and what do customers now want as part of their in-store buying journeys?  We caught up with Jens Levin, CEO at Sitoo, to break these new CX demands down. […]
  1. RetailWit QuickWit
Here’s the important articles that passed our desk today: AB InBev makes changes to firm’s structure. The changes reflect support of their consumer-first strategy. They’ve added both a CMO role (Benoit Garbe, formerly US Chief Strategy Officer), and Chief commercial officer (Kyle Norrington, formerly President Labatt Brewery). They’ve shifted US Chief Sales officer to Simon […]
  1. Retail Operations
In Understanding the Increased Role of Service Agents in the Modern Customer Experience, Stella Connect dives deep into the modern customer experience, and the role that customer service agents play in ensuring a positive, seamless, and on-brand experience.
  1. Channel: Mass
BENTONVILLE, Ark., Sept. 8, 2021 — Walmart Inc. (NYSE: WMT), the No. 1 U.S. retailer and world’s largest grocer, today announced a cross-platform partnership with Meredith Corporation (NYSE: MDP), the leading multi-platform media company reaching nearly 95% of women in the U.S., to help millions of busy families plan and prepare meals faster and more […]
  1. Channel: Grocery
The grocery industry remains one of our nation’s most vital and essential operations, as it meets the needs of the rapidly changing consumer.   Our nation’s independent grocers with 21,000 stores, representing 25% of the retail grocery industry sales, $140B in annual sales, and 1% of the United States GDP, [1] are a significant portion […]

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  1. Channel: Grocery
Digital efforts pay off as grocer retains consumers within its ecosystem As consumer behavior shifts with each COVID wave, The Kroger Co. is seeing its digital efforts pay off as the grocer retains shoppers within its ecosystem. Rodney McMullen, chairman and CEO of Kroger, expressed excitement for the future of grocery e-commerce at the Groceryshop trade show in […]
  1. WitsNotes
Loyalty takes center-stage with WitsNotes Volume 3:  Title: The Tipping Point of Loyalty (2021) Author: Upside Topic(s): Loyalty, Retail Length: 66 pages RetailWit Summary: 2 pages The Summary: The value of a loyal customer has increased—for retailers, the top loyal customers are worth up to 27x of revenue versus your non-loyals. And, shoppers are less […]

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