Customer Experience

Articles on CX (Customer Experience)

  1. Trends & External Forces

LexisNexis Risk Solutions releases new fraud study

ATLANTA — LexisNexis Risk Solutions has revealed the findings of the fourteenth edition of its annual LexisNexis True Cost of Fraud Study: Ecommerce and Retail Report – U.S. and Canada Edition. The report, based on a commissioned survey conducted by Forrester Consulting, shows that merchants in the U.S. and Canada incur an average cost of $3.00 […]
3 min read
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  1. Shopper & Customer

Playing Games With Your Customers: Gamifying the Shopping Experience

Acquiring new customers can cost up to 5x more than retaining existing ones. This puts more responsibility on retailers to find a sustainable way to create a positive, personalized relationship that maintains engagement and inspires repeat purchases. One way to do that? Gamify the customer experience. Put simply, gamification adds gaming elements to non-gaming scenarios. […]
< 1 min read
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  1. Data & Insights

How AI and Automation Will Transform E-Commerce Operations

Online retail and e-commerce providers are struggling to meet shopper expectations amidst ongoing inflation, higher costs and lingering supply chain woes. A new independent survey that queried nearly 2,000 global shoppers found that 88 percent of U.S. and 79 percent of U.K. shoppers said that online retailers delivered poor experiences at least once in the […]
4 min read
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  1. Merchandising

Central Co-op completes electronic shelf edge labels rollout

Central Co-op, has announced the successful rollout of electronic shelf edge labels (ESELs) in 260 stores. The technology marks a significant advancement in the retail industry – streamlining operations, enhancing customer experience and driving sustainable practices. Key highlights of the rollout include total labels in… This story continues at Central Co-op completes electronic shelf edge […]
< 1 min read
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  1. Technology & Innovation

How Retail Employees can Feel Safe to Learn Without Risk to Personal Brand

With so many shifts in the market, the pressure is on to upskill your workforce. However, there is a balance between getting employees up to speed quickly and effectively while also fostering open communication and confidence. The retail industry can benefit from adopting new ways of allowing employees to train safely, creating a path to […]
5 min read
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  1. Channel: Restaurants

Marketing Brand Relevance Subway’s Way

Renew, Refresh, and Revive the undercurrent of brand excitement is but one of the goals Subway is undertaken with its partnership with T. Marzetti Co. to sell their popular sauces in grocery stores according to Steven Johnson Grocerant Guru® at Tacoma, WA based Foodservice Solutions®.  Here a few potential benefits to Subway: 1.       Increased brand […]
4 min read
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  1. Shopper & Customer

Gen Z Grocery Shopping More Like Grandpa

  There is nothing like starting off a new blog with a quote from William Shakespeare.  Well, here we go, “What’s past is prologue”. We are talking today about Gen Z grocery shopping habits and those of their grandparents, baby boomers. According to Steven Johnson Grocerant Guru® at Tacoma, WA based Foodservice Solutions® in his […]
3 min read
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  1. Media & Marketing

How Roku is Shaping the Shoppable Content Era

Connected TV (CTV) is becoming a central marketing and advertising channel for brands as streaming networks bolster their subscription offerings. They’re becoming a conduit for delivering engaging, personalized campaigns that drive brand awareness, product discovery, in-store traffic and conversions.  Roku is helping drive this new era of shoppable content by providing the streaming devices consumers […]
< 1 min read
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  1. Data & Insights

What Brands Need To Know To Build a Healthy D2C Strategy DSI

“Long term, definitely, you want to be able to get to that point of direct to consumer because of the wealth of data that you get … [and] that control as well … And you can see many brands out there are all testing the water, so you don’t want to be the last one […]
9 min read
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  1. Operations & Supply Chain

3 Ecommerce Logistics Trends that are Changing Retail Right Now

The ecommerce industry has experienced rapid growth in recent years, with global sales reaching an estimated $5.8 trillion in 2023, according to research by Statista. The same study suggests this trend is only expected to continue: by 2027, the global retail ecommerce market is projected to grow by 39% and surpass the $8 trillion mark. […]
4 min read
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  1. Trends & External Forces

Worldpay 2024 Global Payments Report: Covid pandemic drives ‘monumental’ rise in digital wallets adoption

The UK is entering a golden era of payments driven by a digital wallet boom, according to Worldpay’s Global Payments Report 2024. The report, which provides analysis of the payments landscape across 40 countries, indicates that by 2027, digital wallets are expected to comprise half of all e-commerce spend in the UK, worth £203.5 billion. […]
3 min read
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  1. Channel: Restaurants

7 reasons Food Hall concept Wonder May outlast many legacy Restaurant Chains

  Steven Johnson Grocerant Guru® at Tacoma, WA based Foodservice Solutions® believes that the delivery-centric food hall startup Wonder, founded by entrepreneur Marc Lore that has now raised $1.5 billion to date and plans to expand to 90 locations by the end of next year just might outlast many current legacy restaurant chains.  Why, Wonder […]
3 min read
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  1. Shopper & Customer

Five Key Advantages Of Expedited Shipping For E-Commerce Platforms

Ecommerce businesses know that orders delivered on time equals customer satisfaction. However, there comes a time when a customer will need it sooner rather than later. Especially when they don’t want to wait through the standard timeframe – which is dependent on their geolocation. Yet, expedited shipping has addressed this need. We will go over […]
3 min read
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  1. Shopper & Customer

Tailor Brand Actions to 4 Shopper Types to Drive Purchases

When making key decisions about brand positioning and activation opportunities, brand leaders must pay close attention to the factors that influence audience buying behaviors. Brand leaders must leverage shopper mindsets to create powerful brand strategies, from messaging to channel strategy. In a Gartner survey, over 2,000 U.S. consumers were asked about traits that described the […]
3 min read
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  1. Technology & Innovation

The Retail Tech Revolution is Here: Are You Prepared?

It feels almost quaint to discuss the “digital transformation” of the retail industry. Ten years ago, that mostly meant “have a website” and “digitize inventory.” Now these tools are table stakes, and the true digital transformation is the rapid expansion and harnessing of emerging technologies in artificial intelligence (AI), machine learning (ML), augmented reality (AR), […]
3 min read
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  1. Data & Insights

Gen AI, Product Discovery and the Era of ‘AI Everywhere at Once’ in Retail

Expectations for easy, seamless experiences — driven in part by the high bar set by Netflix, Spotify, and TikTok — have spilled over into other facets of consumers’ lives, including shopping. These global brands, and many B2C and B2B commerce brands, employ artificial intelligence to drive their customer experiences. However, AI isn’t a single science. […]
3 min read
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  1. Shopper & Customer

Navigating Multichannel Operations for Better Buying Experiences

According to McKinsey, more than half of business-to-consumer customers engage with three to five channels each time they make a purchase or resolve a request. The evolution of technology has transformed these channels into explicit, interconnected conduits directly impacting customer satisfaction. In today’s retail landscape, it’s no longer sufficient to merely acknowledge this fact; retailers […]
2 min read
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  1. Channel: Ecommerce & Digital

Wren Kitchens deploys Descartes appointment scheduling, route planning and optimisation solution

Kitchen retailer Wren Kitchens is using Descartes Systems Group appointment scheduling, route planning and optimisation solution to improve surveyor productivity, allowing it to complete 56% more customer appointments and reduce its overall ‘cost per appointment’, which has saved the company £2 million annually. It says that the solution has dramatically improved the productivity of Wren’s […]
2 min read
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  1. Technology & Innovation

John Lewis & Partners notches up a mobile robotics automation first with Locus AMRs DC roll-out

Locus Robotics has announced a partnership with John Lewis & Partners following deployment of its Locus AMRs at the retailer’s distribution centre in Milton Keynes. This represents the first deployment of mobile robotics automation at John Lewis, which reports a 50% increase in its picking rates. The LocusBots collaborate with partners at the site to improve […]
< 1 min read
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  1. Corporate Finance

Fabric and Craft Retailer Joann Files for Bankruptcy

Joann, the 81-year-old fabric and craft retailer, has filed for bankruptcy as it struggles with customers cutting back on discretionary spending. In a statement released on Monday, the Ohio-based company said it filed for Chapter 11 bankruptcy protection and has secured $132 million in funding with most of its financial stakeholders that helps reduce its […]
2 min read
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  1. Media & Marketing

Harnessing QR codes on social networks

In today’s digital age, where social media platforms like TikTok and Facebook reign supreme, businesses are constantly seeking innovative ways to stand out and connect with their target audience. One such method gaining traction is the strategic utilisation of QR codes within these social networks. By integrating TikTok QR code into marketing strategies, businesses can […]
4 min read
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  1. Channel: Grocery

Your Views:  “Kick Them To The Curb”

On Friday, we reported: In Connecticut, the Trumbull Patch reports that “a petition calling for enhanced equipment and improved conditions at a Stop and Shop grocery store in Trumbull has garnered more than 400 signatures as of Thursday night. “The petition, titled ‘Enhance Equipment and Conditions at Stop & Shop Trumbull CT,’ was launched earlier […]
4 min read
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  1. Retail Operations

Investigating the Evolved Customer Journey: Trends, Challenges & Priorities

Retailers know that digital influences the customer journey, from initial awareness to post-purchase. So why is there still such a staggering divide between consumers’ digital and physical brand experiences? We explore the gaps, challenges and opportunities on this week’s Retail Remix with Justin Racine and Zach Zalowitz of Perficient. Together with host Alicia Esposito, they […]
< 1 min read
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  1. Data & Insights

Utilizing the External Data Boom for Digital Shelf Optimization

Publications about marketing often invoke the comparison of a digital shelf with a physical one. After all, a digital shelf displays your products for the customer to browse, just like a shelf in a brick-and-mortar store would. This comparison, however, has its limits. While customers come to browse the physical shelf, your digital shelf goes […]
5 min read
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  1. Corporate Strategy

Rough Week for Retail CEOs: Top Execs Out at Petco, Under Armour, Fossil

It was a tough week to be at the top in retail with a number of companies announcing CEO switch-ups following disappointing performances, including Petco, Under Armour, Fossil Group and, as Retail TouchPoints previously reported, Allbirds. Former Best Buy COO to Lead Petco While CEO Search Gets Underway Ron Coughlin — who led Petco through […]
4 min read
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  1. Channel: Ecommerce & Digital

Amazon Ad Program Issues Come To Light

The Seattle Times reports that “Amazon has pledged to make fixes to its advertising operation after mistakenly charging online merchants to promote products shoppers couldn’t purchase.  “The problem came to light when a seller of advanced gaming computers discovered he was being charged thousands of dollars to advertise merchandise in California even though he had […]
2 min read
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  1. Channel: Grocery

Customers Call For Stop & Shop Overhaul

In Connecticut, the Trumbull Patch reports that “a petition calling for enhanced equipment and improved conditions at a Stop and Shop grocery store in Trumbull has garnered more than 400 signatures as of Thursday night. “The petition, titled ‘Enhance Equipment and Conditions at Stop & Shop Trumbull CT,’ was launched earlier this month on change.org […]
2 min read
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  1. Data & Insights

Why a Successful Retail Data Migration Requires a Data-First Approach

Large retailers are under constant pressure to keep up with new and ever-changing customer demands. At the same time, they’re also grappling with sometimes volatile global supply chains and massive amounts of data — everything from sales and inventory data to pricing and customer insights. It’s a significant undertaking. As more organizations continue their digital […]
4 min read
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  1. Channel: Ecommerce & Digital

Affordable Last Mile Groceries Delivery with Buncha’s Bharat Pulgam

The CPG Guys are joined in this episodee by Bharat Pulgam, Founder & CEO of Buncha, a last-mile technology company that uses W2 shoppers and refrigerated vehiclesto provide best in class service. With a unique batching system, Buncha is able to work with retailers to maximize deliveries in a reliable and efficient manner. What sets […]
2 min read
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  1. Technology & Innovation

Shop Premium Outlets Debuts Retail Media Network

Shop Premium Outlets (SPO) — the online marketplace from mall operator Simon Property Group and Rue Gilt Groupe — has launched a retail media network powered by Mirakl Ads, a new retail media offering from marketplace solution Mirakl (on which SPO is built). SPO features on-sale and outlet merchandise from more than 300 curated sellers […]
2 min read
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  1. Data & Insights
  2. Channel: Ecommerce & Digital
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  10. Trends & External Forces
  11. Retail Operations
  12. Operations & Supply Chain

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 […]
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Toy maker MGA Entertainment launches DTC website

The company aims to bring its top brands, including L.O.L. Surprise!, Little Tikes and Bratz, under one online storefront. Dive Brief: Toy retailer MGA Entertainment announced Tuesday the launch of The MGA Shop website as a way to bring all its top brands under one storefront. Major retailers will continue to sell merchandise from its brands L.O.L. Surprise!, Little Tikes, […]
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