Customer Experience

Articles on CX (Customer Experience)

  1. Operations & Supply Chain

Streamlining Fulfilment Through Enhanced Supply Chain Efficiency

Supply chains are at the beating heart of businesses in delivering products to the end customer. In retail organizations, efficient supply chains can have a transformative impact on operations. To improve efficiency, retailers need to have full visibility of their inventory, and this is where RFID can play a leading role. A Lack of Automation […]
3 min read
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  1. Technology & Innovation

Retailers Must Adopt a Technology-First Strategy to Survive

We’ve all heard the analogy of the boiling frog: when a frog is put into a pot of boiling water, it will instantly jump out. However, when the frog is immersed into a pot of lukewarm water that is slowly brought to a boil, the frog doesn’t sense any danger and ultimately perishes. There’s an […]
5 min read
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  1. Technology & Innovation

Why Amazon’s Just Walk Out initiative failed – and why it’s not the end of checkout free technology

It recently emerged that Amazon’s Just Walk Out offering is being dropped from Amazon Fresh stores. However, it’s not checkout-free tech that’s failing, it’s the fact that Amazon’s checkout free solution doesn’t work, especially in grocery retailers, argues Will Glaser, Founder and CEO at Grabango. In the dynamic grocery retail landscape, a transformative wave is […]
3 min read
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  1. Media & Marketing

JCPenney Aims to Give $500 Million Back to Customers with Revamped Rewards Program

JCPenney is the latest retailer to reconfigure its rewards program with the debut of a simplified loyalty offering that nearly doubles the rate at which members earn rewards. With this enhanced earning potential, JCPenney estimates that it could return as much as half-a-billion dollars back to its customers in the form of rewards, said Katie […]
2 min read
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  1. Channel: Delivery

Gopuff Launches White-Label Instant Delivery Platform for CPG Brands

Gopuff has launched Powered by Gopuff, a platform designed to enable brands to offer delivery services from their owned and operated online storefronts by leveraging Gopuff’s logistics network, instant fulfillment infrastructure and technology. In addition to fulfillment services, CPG brands using Powered by Gopuff will be able to leverage online ads and marketing to drive […]
2 min read
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  1. Data & Insights

The Grocerant Guru: Unveiling the Efficiency Engine of the Future – The Rise of Grocerants

  Steven Johnson is the Grocerant Guru® at Tacoma, WA based Foodservice Solutions®.  He has spent years dissecting the ever-evolving food industry landscape. Today, he wants to delve into a niche that’s not only thriving but fundamentally transforming how we source, prepare, and consume food: the grocerant niche. For the uninitiated, grocerants are establishments including […]
3 min read
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  1. Retail Operations

Unlock Omnichannel Customer Loyalty With Composable Commerce

Regardless of the time, location or platform that customers choose to interact with their favorite brands, they expect a personalized and engaging experience. And for businesses that can deliver a unified experience, meeting customers’ heightened expectations is a great opportunity to outperform rivals. In fact, 80 percent of customers admit that the experience a company […]
3 min read
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  1. Technology & Innovation

Retailers Get Real with AI: Four AI-Powered Apps We’ll See this Year

We are past the point of conjecture about whether AI will upend the retail industry; it already has. In a recent study sponsored by Nvidia, 69% of retailers that used AI in 2023 reported that it increased revenues, and 72% said it reduced operating costs. With these kinds of results, it is no wonder 81% […]
4 min read
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  1. Technology & Innovation

Retail Innovation Conference & Expo 2024: The Latest News on Sessions, Speakers & Experiences

Are you ready to explore the evolved customer journey? The Retail TouchPoints team is reporting on all the news breaking before, during and after the Retail Innovation Conference & Expo, taking place June 4-6, 2024, at McCormick Place in Chicago. This year, we’ll hear senior-level executives’ perspectives on how customer experiences are evolving as content, […]
5 min read
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  1. Operations & Supply Chain

Choosing a Distribution Model: Drop Shipping vs Traditional Inventory

Welcome back, retail enthusiasts! One of the topics that consistently comes up in the retail world is the logistics of shipping. From the manufacturers to the distributors, to your retail store – there are many factors and unexpected costs to consider during the shipping process that can be often overlooked. There are many facets of […]
9 min read
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  1. Data & Insights

Online retailers continue to leverage chatbots to enhance customer experience

Most modern day online consumers expect timely customer service similar to that offered at bricks and mortar shops. According to a 2023 write-up by SuperOffice CRM, up to 46% of customers wished to receive responses faster than four hours. Yet, most businesses take up to 12 hours to respond to emails. With AI powered chatbots, […]
3 min read
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  1. Data & Insights

AI Still Needs Human Insight to Shape the Retail Experience

In 2024, the most forward-thinking and innovative retail organizations will recognize that it’s a must to blend intelligent human insight and artificial intelligence (AI). It will become clear that unless an organization can find a way to unify the two across virtually every aspect of their business, it will suffer the consequences across both the […]
2 min read
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  1. Department: Consumer Durables

Case Studies of Successful Retail Product Launches: Lessons Learned

Retail product launches are an essential aspect of the business world, especially in the retail sector. It’s a crucial step to introduce new products or services to potential customers and generate sales. However, launching a retail product is not as simple as it sounds; it requires careful planning, execution, and continuous improvement. That’s why it’s […]
3 min read
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  1. Corporate Strategy

Wayfair Exec on its Expansion Into Brick-and-Mortar Retail

While at Shoptalk in Las Vegas last month, Editor-in-Chief Joe Keenan interviewed Liza Lefkowski, vice president of proprietary brands and retail at Wayfair, an e-commerce furniture and home goods company. During their conversation, Lefkowski discusses her role within the company, the cross-channel behaviors she’s seeing from Wayfair’s customers, improving the customer experience through cross-channel touchpoints, […]
< 1 min read
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  1. Retail Operations

How Cellular Connectivity is Pivotal to the CX and the Bottom Line for Physical Stores

With 2024 in full swing, the results are in from the 2023 retail peak season, and one thing is clear: digital is embedding itself as the channel of choice for shoppers. According to analysis by Mastercard, in-store sales during Black Friday increased just over 1 percent compared to 2022 figures, whereas digital sales shot up […]
< 1 min read
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  1. Technology & Innovation

The Future Retail Pathway Unveiled at NRF 2024

Another year has come and gone for ‘Retail’s Big Show;’ this year focused on themes from innovative store layouts to improved associate experiences to, of course, AI. Over 1000 displays at this year’s event showed off a wide range of solutions, including color-coded vignettes for thematic brand experiences, various intriguing mock store model demonstrations, or […]
3 min read
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  1. Shopper & Customer

Ecommerce Personalisation Tips

As the digital landscape continues to evolve, ecommerce personalisation has become a critical strategy for businesses looking to stand out in an increasingly competitive market. Personalisation helps to enhance the customer experience, increase engagement, and ultimately, drive sales. Here are some top tips to help you effectively personalise your ecommerce strategy. Understanding Ecommerce Personalisation Ecommerce […]
< 1 min read
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  1. Shopper & Customer

CVS Health Identifies Closed-Loop Feedback as its Customer-Centricity Unlock

Today’s consumers are asked to rate their experiences multiple times per day. You can hit a smiley face if the airport bathroom is clean and, if not, a frowny face. You’re encouraged to rate the service you received after ordering a product online, getting your car repaired or having your hair styled. At my local […]
6 min read
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  1. Retail Operations

Sam’s Club Leans Into Digital to Optimize CX

In episode 447 of Total Retail Talks, Editor-in-Chief Joe Keenan interviews Sabrina Callahan, vice president, e-commerce at Sam’s Club, a leading membership warehouse club offering superior products, savings and services, part of the Walmart portfolio. During the wide-ranging conversation, Callahan discusses her role at Sam’s Club (1:15), collaborating with other departments within the company to […]
< 1 min read
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  1. Media & Marketing

The Future of Loyalty Programs: Community, Crowdsourcing and Beyond

Brands and retailers that specialize in formal events and big “life moments” (think weddings, proms and the like) need to think about customer loyalty — how to win it and how to keep it — in a completely different way. For example, David’s Bridal has leaned into community and crowdsourcing to create programs that allow […]
< 1 min read
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  1. Shopper & Customer

Thriving In The Niche: Running A Retail Store Specializing In Apple Watch Accessories

In the bustling world of retail, finding a niche that resonates with a passionate consumer base can be the key to success. For entrepreneurs drawn to the tech-savvy and fashion-forward crowd, specializing in Apple Watch accessories presents a unique opportunity. Among the plethora of options, products like durable stainless steel and metal bands for Apple […]
3 min read
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  1. Retail Operations

Retail Leaders Will Embrace AI to Elevate CX

The retail industry is gearing up for an artificial intelligence-first revolution, with customer experience (CX) at the center of this massive shift. AI is poised to become an essential instrument for retailers, enabling them to outpace competitors, provide standout personalized services, and keep CX at the core of their business strategy, creating a flywheel effect […]
< 1 min read
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  1. Data & Insights

16 market research tools and resources to help you think like your consumers

So you need an online tool or resource to support your market research and help you understand consumer sentiments – but where do you start? How do you assess the different options? And what even counts as a good tool or resource in the first place? If those questions sound familiar then relax, we just […]
9 min read
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  1. Shopper & Customer

Talkdesk Exec: ‘Treat Contact Center Agents as Brand Ambassadors’

In this episode of Total Retail Tech Insights, Editor-in-Chief Joe Keenan interviews Shannon Flanagan, vice president and general manager of retail and consumer goods at Talkdesk, a global cloud contact center leader for enterprises of all sizes. Listen in as Flanagan discusses her experience in the industry (0:45), her career journey to Talkdesk and the […]
< 1 min read
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  1. Data & Insights

6 Ways Advanced Tactics Can Speed Up Your Sales Cycle

In the ever-evolving landscape of marketing, e-commerce, operations, and management, executives are constantly on the lookout for strategies that can enhance efficiency and accelerate the sales cycle. In order to stand out in a competitive marketplace, adopting advanced tactics becomes not just advantageous but essential. Here, we explore innovative approaches that can significantly speed up […]
3 min read
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  1. Operations & Supply Chain

Small Businesses Should Be Diversifying Their Supply Chains, Too

Businesses are constantly having to navigate unexpected issues with their shipping processes and the real consequences that come to their bottom line. From upstream disruptions such as havoc in international waters that clog ports and upend access to goods, to downstream disruptions like inclement weather that mess with on-time-delivery (OTD) rates, the supply chain as […]
2 min read
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  1. Retail Operations

Acxiom appoints new Chief Commercial Officer for Acxiom EMEA

Acxiom, the global leader in customer intelligence at the forefront of AI-enabled, data-driven marketing, is pleased to announce the appointment of Alex Pym as the new regional leader for EMEA. Operating as Chief Commercial Officer, EMEA, Alex will be responsible for driving the next stage of customer and business success in the region. Alex joins from fellow IPG agency, Huge, where he has […]
< 1 min read
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  1. Technology & Innovation

Retailers: Double Down on Tech to Drive Growth

U.S. consumers have proven themselves a resilient bunch. In the face of persistently high interest rates and continued inflationary stress, they’ve maintained spending. But as a retailer, you cannot afford to take this for granted. In fact, we’re starting to see the first signs that the American consumer might be about to buckle under the […]
3 min read
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  1. Data & Insights

Navigating the Future: 3 Critical Predictive AI Challenges Retailers Can Overcome in 2024

Artificial intelligence integration is coming of age in the retail industry. Eighty percent of retailers are expected to adopt AI within the next three years, and according to a recent IDC Europe study, 40 percent of retailers are already in the experimentation phase with generative AI. While generative AI (think AI assistants and ChatGPT) is […]
3 min read
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  1. ESG
  2. Data & Insights
  3. Operations & Supply Chain

Retailers Gain Control of Their Sustainability Goals as the ESG Storm Clouds Start to Gather Over Operations

Using event-driven architecture (EDA), retailers must link essential data at speed and scale throughout their ecosystems near and far to come to grips with now essential environmental, social and governance (ESG) reporting in three key areas. 1. Dead Heading — Optimizing Transportation/Emissions on Every Journey When it comes to transportation within the retail sector, any […]
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  1. Technology & Innovation
  2. Channel: Dollar/Value
  3. Channel: Ecommerce & Digital
  4. Channel: Grocery
  5. Department: Food
  6. Corporate Strategy
  7. Media & Marketing
  8. Shopper & Customer
  9. Technology & Innovation
  10. Trends & External Forces
  11. Retail Operations
  12. Merchandising
  13. Stores & Formats

Why Amazon’s Just Walk Out initiative failed – and why it’s not the end of checkout free technology

It recently emerged that Amazon’s Just Walk Out offering is being dropped from Amazon Fresh stores. However, it’s not checkout-free tech that’s failing, it’s the fact that Amazon’s checkout free solution doesn’t work, especially in grocery retailers, argues Will Glaser, Founder and CEO at Grabango. In the dynamic grocery retail landscape, a transformative wave is […]
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