Customer Experience

Articles on CX (Customer Experience)

  1. Media & Marketing

The Rise of Digital Coupons: A Pathway to Brand Value in the Food Industry

  As the food and beverage industry navigates the intersection of evolving consumer behaviors and digital innovation, one tool has surged in importance: digital coupons according to Steven Johnson Grocerant Guru® at Tacoma, WA based Foodservice Solutions®. These virtual savings mechanisms not only attract new customers but also drive loyalty, purchase frequency, and basket size. […]
4 min read
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  1. Shopper & Customer

Resilience is Key as Payments Acceptance becomes Mission-Critical

Consumers now prefer digital payment options, with cash usage declining in all major economies. Cards have become by far the most popular payment method, with contactless now accounting for most purchases made at retail stores. Furthermore, the number of people relying on digital wallets on their smartphones, rather than carrying a traditional purse containing cash, […]
4 min read
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  1. Shopper & Customer

Inside Best Buy’s 5-Year Effort to Evolve with Today’s Consumer

One of the core values of Dick Schulze, Founder of Best Buy, was “learning from challenge and change” — a prescient insight from a retail leader in the ’80s who realized even then that in retail, especially in consumer electronics retail, there would be constant change. It’s a tenet that the company’s latest CEO, Corie […]
5 min read
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  1. Technology & Innovation

AI Successes from L’Oréal, Lowe’s and Walmart Bring Context to the AI Conversation

Artificial intelligence (AI) has been a headline topic at the National Retail Federation’s annual Big Show, and NVIDIA is undoubtedly one of the companies leading the industry’s innovation in this sector. Typically known for its Graphics Processing Units (GPUs), which power breakthrough technologies for companies like Meta and Open AI, NVIDIA is now staking a […]
4 min read
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  1. Technology & Innovation

Including Simbe, Whatnot, bpost, and DoorDash: this week’s biggest retail technology stories

2025 is up and running, it’s nearly the weekend, so let’s kick back and reflect on another eventful week for the retail systems space. Here’s your briefing on the most important stories from the past few days, including N Brown Group, Akeneo, Ibotta, PittaRosso, Scarpe&Scarpe, Impact Analytics, Dentsu, Differin, and Dubit. 1. N Brown wraps […]
7 min read
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  1. Data & Insights

Need to Know: The value of independent measurement for retail media attribution

Worldwide retail media ad spending is projected to increase by nearly $100 billion between 2020 and 2025. Its 21.8% predicted rise this year will outpace growth rates in nearly all other forms of ad spending. Simply put, advertisers are putting greater emphasis on retail media in their ad plans. Based on Nielsen’s 2024 Annual Marketing […]
4 min read
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  1. Channel: Dollar/Value

Why Amazon Fresh’s Strategy Misses the Mark: Losing to Aldi, Lidl, and WinCo

  Amazon has built its empire on delivering items quickly and at low prices, revolutionizing e-commerce along the way. However, that formula has stumbled in the competitive and customer-sensitive grocery segment according to Steven Johnson Grocerant Guru® at Tacoma, WA based Foodservice Solutions®. Johnson believes that Amazon Fresh, instead of using its tech-driven efficiency to […]
4 min read
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  1. Department & Category

Food Price Wars and Service in Focus: EG America Introduces $3 Meal Deal

  Throughout history, price wars have shaped consumer decision-making in the competitive foodservice landscape according to Steven Johnson Grocerant Guru® at Tacoma, WA based Foodservice Solutions®. However, price alone seldom guarantees success; service, convenience, and quality frequently emerge as decisive factors. In this context, EG America’s introduction of its $3 Meal Deal signals a strategic […]
3 min read
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  1. Department: Beverage

Coffee Sector Conundrum: Price and Innovation Win Legacy Brands Falter as New Regional Chains Shine

  The coffee sector is facing a dynamic shift as legacy brands struggle to innovate while new regional players capitalize on customer preferences for value, quality, and service. As consumers redefine what they expect from coffee experiences, price sensitivity and innovative offerings are driving a wave of migration away from industry stalwarts. Steven Johnson the […]
5 min read
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  1. Data & Insights

Why McDonald’s Mobile App Continues to Set the Restaurant Industry Standard

  Success does leave clues, and in the minds-eye of the team at Tacoma, WA-based Foodservice Solutions® and its Grocerant Guru® Steven Johnson, “McDonald’s digital app is not just the industry standard today—it’s a benchmark getting better every day.” Jim Collins’ legendary book Good to Great laid out what separates top-performing businesses, and nowhere is […]
3 min read
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  1. Data & Insights

Are Your Customers Happy? Price and Branding Insights for Success

  Consider this, digital guests are less satisfied than dine-in guests. In today’s competitive foodservice landscape, ensuring happy customers is more critical than ever for success. New data underscores a critical disparity—customers who dine in are often happier than those who experience a restaurant digitally through delivery, mobile apps, or takeout. According to updated insights […]
4 min read
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  1. Corporate Strategy

The National CIO Review Honors Dave Hatz as the 2024 CIO Cup™ Recipient

Atlanta, GA — The National CIO Review, in partnership with the Executive Council of the CIO Professional Network, is proud to announce Dave Hatz as the recipient of the 2024 CIO Cup™. Now in its fifth year, this prestigious award celebrates technology leaders who embody innovation, strategic vision, and an unwavering commitment to the greater […]
2 min read
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  1. Corporate Finance

How retailers can safeguard ESLs from damage and protect investment | Daryl Bedford

As the retail landscape continues to evolve rapidly, leading retailers are turning to innovative solutions to optimise in-store operational efficiency and enhance customer experience. Among these, Electronic Shelf Labels (ESLs) have emerged as the leading choice for real-time accurate pricing and streamlining inventory management for… This story continues at How retailers can safeguard ESLs from […]
< 1 min read
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  1. Shopper & Customer

Retail and Brand Strategies for Reaching Hispanic Food and Beverage Shoppers

By Sally Lyons Wyatt, Global EVP & Chief Advisor, Consumer Goods & Foodservice Insights and Kellie Hardin, Client Insights Consultant Hispanics make up 20% of the U.S. population, a number the U.S. Census Bureau expects to grow 50% by 2060. This diverse and young group of consumers represents more than two dozen countries in the […]
3 min read
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  1. Data & Insights

Jack in the Box: A Five-Year Struggle to Keep Pace with Industry Dynamics

  Over the last five years according to Steven Johnson Grocerant Guru® at Tacoma, WA based Foodservice Solutions® believes that Jack in the Box has seen mounting challenges as it struggles to remain relevant in a fiercely competitive quick-service restaurant (QSR) market. Once a prominent force in fast food, the brand now finds itself outpaced […]
5 min read
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  1. Technology & Innovation

2024: the year of AI, reality checks, and physical stores claiming a new place in shoppers’ lives

As the Christmas and New Year break fast approaches, RTIH Founder and Editor, Scott Thompson, runs through his key retail tech related takeaways from a hugely eventful and fascinating 2024. Ignore AI at your peril Using AI to nudge people towards better choices, like suggesting alternatives to high sodium products, could revolutionise how shoppers interact […]
7 min read
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  1. Department: Food

Has Amazon Finally Cracked the Code for Grocery Retailing?

In 2020 my beloved local Fairway went under, and for five years the store space has languished, sitting dark and empty alongside several other shuttered chains: Modell’s, Subway (although somehow the Kohl’s has survived). However, one month ago the lights turned back on — with bright green flag chains strung across the parking lot and […]
8 min read
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  1. Technology & Innovation

Marks and Spencer Chairman Archie Norman set to headline Retail Technology Show 2025 conference

Chairman of M&S, Archie Norman, has been confirmed to headline the 2025 edition of Retail Technology Show (RTS). Debuting in its new home, ExCeL London, RTS will welcome 15,000 retail professionals on 2nd and 3rd April. Speaking on the Headline Stage on day one, Norman will join ‘Customer Whisperer’ Kate Hardcastle, for a fireside chat […]
3 min read
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  1. Technology & Innovation

Sephora’s Remarkable Rise with Artemis Patrick, President & CEO North America

Our very special guest this week is is Artemis Patrick, President of Sephora-North America, clearly one of the most remarkable brands in retail today. Artemis shares her remarkable personal and professional journey, along with the keys to Sephora’s fantastic growth across the last two decades. We explore how the brand creates a harmonized shopping experience, […]
2 min read
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  1. Technology & Innovation

From stress to success: How AI Agents redefined holiday customer support in 2024

​[[“value”:” Every year, Emily dives headfirst into holiday shopping because that’s her love language. She loves buying presents for her loved ones during the holidays. She’s thrilled by the discounts and overwhelmed by the flood of packages that arrive over the following days. Yet, an issue arises without fail—missing items, delayed shipments, or incorrect charges. […]
3 min read
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  1. Technology & Innovation

Etsy Taps Depop CEO as New President and Chief Growth Officer as Marketplace Faces Critical ‘Inflection Point’

Amid increasing competition, handmade marketplace Etsy has announced a series of executive appointments and departures, aimed at advancing its mission to “keep commerce human” while putting the business back on a growth path. Kruti Patel Goyal, current CEO of Etsy subsidiary Depop and a long-time Etsy executive, has been appointed to the newly created role […]
2 min read
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  1. Technology & Innovation

Including Scala, StrongPoint, and Circana: RTIH presents last week’s biggest retail technology plays at a glance

RTIH rounds up the stand out retail systems deals, launches, deployments and pilots from the past seven days. Including BP, M&S Food, Retail Insight, Rimi, Harrison Retail, Boden, Peak, Bealls, Legion Technologies, SPAR International, East of England Co-op, Northeast Grocery, Amazon, and Steve Madden. Rimi Rimi (part of ICA Group), has placed an order with […]
6 min read
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  1. Merchandising

5 Simple Ways To Elevate Customer Perception Without Breaking The Bank

When you’re on a budget, every small method of improving customer experience counts. Quality doesn’t have to mean expensive; you can make thoughtful, affordable upgrades to give you an edge and impress your customers without spending more than you can afford.  Here are 5 simple, budget-friendly ways to boost how customers perceive your brand and […]
2 min read
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  1. Shopper & Customer

5 Ways Retailers Can Use the Holiday Season as a Launch Point for 2025

The holiday shopping season can influence more than end-of-year revenue — it can serve as a catalyst for retailers’ success in the new year. First-time and returning shoppers alike emerge in droves during the holiday season, but they can just as quickly disappear when the holidays are over. And most of them are gone without […]
5 min read
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  1. Data & Insights

Making ‘Adaptive Retail’ Work for Retailers of All Sizes

As the path to purchase evolves, “adaptive retail” is the latest term that’s set to take hold of marketers’ lexicons. But what exactly does this term mean? In short, “adaptive retail,” or adaptive retail strategies, refers to tailored shopping experiences that focus on giving shoppers exactly what they want through convenience, personalization and seamless shopping […]
3 min read
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  1. Data & Insights

Retail Technology Startup Stories Interview: ShopAi Founder and former Jisp MD Ilann Hepworth

RTIH sits down with former Jisp Managing Director, Ilann Hepworth, to hear about his new venture, ShopAi. RTIH: Tell us about yourself and ShopAi Ilann Hepworth: I have worked in the marketing services sectors for over 30 years evolving skills, solutions, and products over time from analogue to digital across multiple platforms. Throughout my career […]
4 min read
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  1. Shopper & Customer

3 Reasons Marketers Should Use a Consumer-centric Marketing Mix Model

By Yeimy Garcia Smith, SVP, Circana and Kimberly Keating, Sr. Director, Global Marketing Measurement, Circana  Every brand has a pool of consumers they want to reach. Within each pool live different cohorts. To maximize sales for their brand, marketers and their partners allocate spend across multiple channels, tactics, and campaigns. But gauging the effectiveness of […]
2 min read
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  1. Shopper & Customer

Hanna Andersson’s Secret Digital Sauce: Personal Shoppers and a Relentless Focus on the Customer

The decision to close all its stores in 2020 could have been seen as a rare failure for beloved childrenswear brand Hanna Andersson. But instead, the 40-year-old company turned its new digital-first status into an opportunity to enhance the customer experience by: Transitioning store managers into online personal shoppers who offer one-on-one shopping and styling […]
6 min read
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  1. Technology & Innovation

How 3 Leading Retailers Are Integrating Digital Experiences In-Store

The rapid growth of digital commerce coupled with increasing consumer expectations for omnichannel shopping experiences has forced traditional brick-and-mortar retailers to re-evaluate the role of their physical storefronts in their business models going forward. In this clip from a panel discussion at Total Retail Tech 2024, three technology executives at leading retailers shared their approach […]
< 1 min read
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Trending Topics

Editor’s Choice

  1. Holiday & Events
  2. Holiday & Events

Shoppers believe best holiday deals are after holidays

A good number of consumers, over 77%, believe there are better deals available after the holidays, and nearly 51% plan to take advantage by making a large purchase in late December and January. Those are top findings from a Holiday Green survey, from CouponCabin, regarding consumer habits in the post-holiday time frame. When it comes to post-holiday […]
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  1. Trends & External Forces
  2. Data & Insights
  3. Technology & Innovation
  4. Trends & External Forces

2025 Outlook: A Snapshot into Ad Spend, Opportunities, and Strategies for Growth

IAB’s 2025 Outlook: A Snapshot into Ad Spend, Opportunities, and Strategies for Growth offering an early glimpse into ad spending trends for the coming year. The report is a must-read to gain and understanding of brand and agency buyers’ growth strategies and the challenges they foresee. The report covers: 2025 projections for the market overall […]
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  1. Data & Insights
  2. Technology & Innovation

AI at the retail edge: What’s possible now

There’s been a lot of talk lately about artificial intelligence (AI) and generative AI (GenAI) and how these technologies are going to revolutionize retail. But the retail revolution can’t be accomplished with sweeping generalizations about putting more technology into stores. Successful retail outcomes are built using technology to solve specific challenges, expanding on wins and […]
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  1. Media & Marketing
  2. Department: Consumer Durables
  3. Department: HBC
  4. ESG
  5. Media & Marketing
  6. Data & Insights
  7. Shopper & Customer
  8. Trends & External Forces
  9. Holiday & Events
  10. Merchandising
  11. Operations & Supply Chain
  12. Stores & Formats

Some retailers would benefit from a TikTok ban in 2025

TikTok Shop took the market by storm in just two years. The social media platform sold more merchandise than Sephora [LVMUY] in late 2024 according to Earnest credit card data. TikTok Shop also handily outperformed during the 2024 holiday season. But a potential ban could result in brands losing access to a vital marketing and […]
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