Customer Experience

Articles on CX (Customer Experience)

  1. Technology & Innovation
RTIH rounds up the stand out retail systems deals, deployments and pilots from September, including Walmart, Amazon’s Just Walk Out technology, Kwik Trip, Marks & Spencer, Currys, Boots, Lowe’s, Ikea, and Aldi. Lowe’s is tapping NVIDIA Omniverse Enterprise to create interactive store digital twins in Mill Creek, Wash,. and Charlotte, N.C. “We are always looking […]
  1. Shopper & Customer
With customer acquisition costs (CACs) increasing, brands are investing more than ever into marketing and advertising to get shoppers into stores and clicking on “buy” buttons. Yet this focus on the top of the funnel means brands are neglecting some of the most crucial moments in the customer journey. Specifically, those that happen post-purchase, when […]
  1. Corporate Finance
Calling the pandemic and its aftermath a black-swan event at global scale is an understatement. Besides being a personal tragedy and suffering for millions, it dislocated the world order along several vectors, some irretrievably. As we put it behind us, it opens vast opportunities for the bold and decisive. One of the winners, if such […]
  1. Trends & External Forces
Retailers are doubling down on technology and redesigned stores that fuse digital and in-store experiences. Here’s an overview of World Retail Trends and phygital developments witnessed by Mood Media, global specialist in customer experience at the point of sale. Keep reading to see some of the most exciting World Retail Trends from September.  Subscription model […]
  1. Retail Ecosystem
The RETHINK team visited Las Vegas from September 19-22 for Groceryshop 2022. While there, we had the opportunity to speak with many of our Top Retail Influencers and learn about their event experience. #TRI2022 members- Ricardo Belmar, Michael LeBlanc, Jeff Roster, Melissa Minkow, Bryan Gildenberg, Andrea Leigh, and Stewart Samuel- all shared their thoughts on […]
  1. Department: HBC
Cannabis is in growth mode: the industry posted sales between $24.5 and $27 billion in 2021 and reached an estimated 11,800 retailers in 2022, according to data from the MJBiz Factbook. A Gallup poll found that 68% of Americans believe marijuana should be legal and 16% of adults aged 26 and over used cannabis in […]
  1. Media & Marketing
Raydiant, a bricks and mortar experience specialist, has acquired Perch, a digital shopper marketing platform for in-store product engagement and sales. Terms of the deal were not disclosed. “As a current Perch customer, we couldn’t be more excited about Raydiant’s acquisition,” says Kenny Endermuhle, Category Experience Design Manager at Nestlé Purina. “It accelerates meaningful AI and […]
  1. Data & Insights
Getting a new foot traffic counter for your store is an important decision to make.  Whether you are a “mom and pop” with a single store or a 50-store chain, there is a wide range of options available. Some of the variables to consider when selecting a system are total daily traffic, average sale value, […]
  1. Retail Operations
Currys has gone live with a more connected service across all of its channels that, the technology retailer says, will “provide personalised journeys and customer insights on a massive scale”. Over the last 16 months, Currys has embarked on a mission to transform into a “best in class, digital first omnichannel retailer”. This has seen […]
  1. Shopper & Customer
Marketing is often first on the chopping block during a recession, and with GDP contracting two quarters in a row, retail marketers are working hard to determine how to make each dollar go further. Many organizations will cut marketing spend in a bid to preserve margins. But research shows slashing marketing programs can undermine revenue […]
  1. Technology & Innovation
When Snapchat first hit the scene back in 2011 it was an instantaneous hit with younger audiences because it offered something that was almost impossible to find on the internet — transience. In the 11 years since, Snapchat has evolved to more closely resemble its social media counterparts (which in turn have adopted many Snapchat-style […]
  1. Shopper & Customer
Operational efficiency for retailers whilst still delivering for their customers in both proposition and shopper experience, were the key elements of the Nisa Local store format being showcased at the annual Nisa Expo this week. As retailers face into an ever-evolving landscape, increasing costs and consumer need and expectation high, the Nisa format store demonstrates […]
  1. Shopper & Customer
With recent research showing three out of four consumers prefer communicating with chatbots, it’s no surprise that retail stores want to improve their digital experience. In fact, Gartner predicts 25 percent of enterprises across the globe will have a digital assistant to handle support issues, and it further supports two-thirds of customers who would prefer solving […]
  1. Shopper & Customer
Despite inflation chatter dominating economic discussions, U.S. container imports in July 2022 (the most recent data) was up 3 percent from July 2021 to 2,530,906 twenty-foot equivalent units (TEUs) and up 15 percent from pre-pandemic July 2019 — setting yet another monthly record. In fact, every month in 2022 has been a record month when […]
  1. Technology & Innovation
It’s not a bold statement to claim that retail is one industry that feels the impact of digital transformations more than most. As technology’s influence increases, so do people’s expectations and the various ways they shop. With 90% of shoppers demanding an omnichannel experience, according to CX Today, retailers must test the performance of every […]
  1. Shopper & Customer
There’s an expression in my business:  “The news gods always provide.”  I’m living proof of that.  People often ask me what happens if, in the morning, I wake up and there’s nothing to write about;  my response is that, in almost 21 years of doing MNB, that’s never happened.  Case in point: I got an […]
  1. Technology & Innovation
Time is running out to enter the 2022 RTIH Innovation Awards. The awards, sponsored by PMC, 3D Cloud by Marxent, CADS, and FreedomPay celebrate global tech innovation in a fast moving omnichannel world. Deadline for submissions is 4th November, with winners being announced at an exclusive event in central London during December. It’s free to […]
  1. Data & Insights
Co-authored by: Tricia Kelley How we work is changing—from where we host our meetings, to our day-to-day operations, life has been transformed by the pandemic. The push for work and life balance has never been stronger and the need to adopt more sustainable practices has never been more urgent. A digital-first approach has become imperative […]
  1. Shopper & Customer
Retailers are working feverishly behind the scenes to optimize their e-commerce operations for the upcoming 2022 holiday shopping season. This year, retailers will face some of the same challenges they did during the 2021 holiday shopping season — with additional new challenges brought about by excess inventory, inflation and general volatility, uncertainty, chaos and ambiguity […]
  1. Operations & Supply Chain
Keeping your warehouse operations in-house or outsourcing them to a third-party logistics (3PL) company? Each option has its benefits and disadvantages. In internal fulfillment, the business handles the complete process of storing, packing and shipping. The company must have a warehouse to keep its inventory, and a logistics team to manage the goods for storing, […]
  1. Channel: Ecommerce & Digital
With 2 million third-party sellers accounting for more than half of its retail revenue, Amazon’s relationship with the businesses that sell on its platform has become essential to its success. As those sellers have become more successful though, they have also become more powerful …and more demanding. Many are no longer content to exist solely […]
  1. Operations & Supply Chain
Axios reports that “Walmart+ members in some U.S. markets will be able to schedule to have returns picked up from their doorsteps starting the first week in October … ‘Return Pickup from Home’ is scheduled by app.” Walmart says that “members won’t need to provide a box or a label – simply hand off the […]
  1. Data & Insights
As an e-commerce business owner, you do everything to delight your customers once they place an order on your website – from making sure their order is packed right, to doing your best to get it to their hands-on time. Yet brands miss out the most in terms of engagement and delivering delight when it […]
  1. Associates & Employees
We know the adage that the customer is always right. But have you considered that your employees are in many ways your biggest customers? They choose to work for your mission, leaders, and products. Every day, they choose your brand.  Customers are more loyal when they have superior experiences, and that’s also true for employees. […]
  1. Shopper & Customer
Trends in retail change quickly, and the pandemic drove consumers to reshape the retail landscape at breakneck speed. According to McKinsey research, 40 percent of shoppers bought from different brands or retailers than they had in the past, and more than 80 percent developed new shopping behaviors while quarantined during the pandemic. But addressing changing […]
  1. Shopper & Customer
Like everybody else, I’ve shopped online significantly more often the last couple of years, sometimes out of necessity, sometimes for convenience and, sure, sometimes out of sheer boredom. In fact, over the past 18 months or so, I’ve bought myself three wristwatches online that, truth be told, I didn’t exactly need. Although the popular watch […]
  1. Shopper & Customer
There are few in retail circles who would argue that the role of the store is the same as it ever was. With the rate of change accelerating like never before, consumers are throwing new challenges at retailers faster than they can implement solutions. It’s no wonder that many retailers seem to be in a […]

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Editor’s Choice

  1. Shopper & Customer
  2. Corporate Strategy
  3. Corporate Finance
  4. Media & Marketing
  5. Shopper & Customer
  6. Technology & Innovation
  7. Trends & External Forces
  8. Stores & Formats
Retail vacancies in the United States dropped to 6.1% in the second quarter, a 15-year low, as Americans continued to resume in-store shopping. Asking rents for shopping center spaces during the quarter were 16% higher than five years ago, The Wall Street Journal (WSJ) reported Tuesday (Oct. 4), citing figures from commercial real estate broker […]
  1. CPG: Food
  2. Department: Food
  3. ESG
  4. Merchandising
Nestlé Confectionery has announced sustainable packaging innovations for two of its best-loved brands – Quality Street and KitKat. In a category first, Quality Street will move to recyclable paper packaging for its twist-wrapped sweets. By replacing the double layer of foil and cellulose with a paper wrap, Quality Street will remove more than two billion […]
  1. Retail Ecosystem
  2. Channel: Delivery
  3. Channel: Ecommerce & Digital
  4. Channel: Grocery - Natural
  5. Department & Category
  6. Corporate Strategy
  7. Corporate Purpose
  8. ESG
  9. Partnerships & Alt Profit
  10. Media & Marketing
  11. Retailer Media
  12. Agencies & Vendors
  13. Retail Ecosystem
  14. Data & Insights
  15. International
  16. Shopper & Customer
  17. Technology & Innovation
  18. Trends & External Forces
  19. Retail Operations
  20. Associates & Employees
  21. Operations & Supply Chain
  22. Stores & Formats
The RETHINK team visited Las Vegas from September 19-22 for Groceryshop 2022. While there, we had the opportunity to speak with many of our Top Retail Influencers and learn about their event experience. #TRI2022 members- Ricardo Belmar, Michael LeBlanc, Jeff Roster, Melissa Minkow, Bryan Gildenberg, Andrea Leigh, and Stewart Samuel- all shared their thoughts on […]