Customer Experience

Articles on CX (Customer Experience)

  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. Retail Operations

How WYZE Improved its Post-Purchase CX

While at Shoptalk in Las Vegas last month, Editor-in-Chief Joe Keenan interviewed Logan Dunn, head of e-commerce at WYZE, a smart home security company, about post-purchase customer experience (CX). During their conversation, Dunn provides an overview of the business’ offerings and sales channels, the challenges WYZE faced in its post-purchase engagement strategy, and how customer […]
< 1 min read
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  1. Retail Operations

How Vince Camuto is Designing the Ideal Digital CX

In episode 446 of Total Retail Talks, Editor-in-Chief Joe Keenan interviews Stephanie Urban, vice president of marketing and e-commerce at Vince Camuto, the fashion footwear and accessories brand, part of Camuto Group. Listen in as Urban provides an overview of her role and professional background (0:50), the channels Vince Camuto is leveraging to improve its […]
< 1 min read
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  1. Data & Insights

AI in Retail (AiR) Spotlight Session Takeaways at Shoptalk 2024

Following a tremendously successful AiR Conference in New York City, RETHINK Retail continued the conversation at Shoptalk Las Vegas with AI in Retail (AiR) Spotlight Sessions. This presented an invaluable opportunity to demonstrate to the retail sector how Generative AI (GenAI) advancements present new opportunities and applications to fuel operational optimization, impacting areas like inventory […]
5 min read
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  1. Retail Ecosystem

Why Retail Leaders are ‘Stuck Halfway Up the Ladder’

Brian Librach has held leadership positions at various retail brands, from Old Navy to Pacific Sunwear and Urban Outfitters. So needless to say, he’s faced his fair share of hardships and lessons learned. The one big thing he has found is that many retail leaders are “stuck halfway up the ladder.” This reality ultimately inspired […]
< 1 min read
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  1. Shopper & Customer

The Physical Retail, Digital Canvas Customer Shopping Experience DSI

“If we can satisfy some real needs for the consumers and bring a thoughtful application of technology, analytics, and science to this new environment, then I think we will achieve this trifecta of wins — consumers will win, retailers and brands will win.” — Arsen Avakian, CEO and Founder of Cooler Screens The majority of […]
9 min read
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  1. Operations & Supply Chain

Changing the Narrative: Transforming Product Returns Into a Growth Opportunity

Changing the Narrative: Transforming Product Returns Into a Growth Opportunity Product returns are a core part of the customer journey. The digital and physical shopping experience boundaries are a thing of the past. Customers are seamlessly navigating from discovery to consideration and the transaction process and have the product fulfilled in the most convenient way, […]
6 min read
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  1. Shopper & Customer

Revolutionizing Retail Contracts: How Going Digital Saves Time and Money

Picture a bustling retail environment—efficiency is not just desired; it’s essential. For retail managers eyeing the prospect of going digital, the lure of slashing time and expenses is compelling. The switch to digital document management, particularly online PDF editors for contracts, promises more than a mere upgrade; it is a transformative stride toward streamlined operations. […]
3 min read
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  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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Kroger Delivers its First-Party Data to the Yahoo DSP

Yahoo Advertising and Kroger Precision Marketing (KPM) — the retail media business of Kroger, powered by 84.51° — are teaming up to bring Kroger’s first-party, purchase-based audiences to the Yahoo Demand-Side Platform (DSP). Yahoo DSP advertisers can now activate KPM’s audiences to reach targeted consumers with their advertising and measure campaign results. While off-site advertising […]
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Amazon tops expectations for revenue, earnings

SEATTLE – Amazon posted better-than-expected revenue and earnings in the quarter ended March 31. Net sales increased 13% from a year earlier to $143.3 billion. The company reported first-quarter net income of $10.4 billion, or 98 cents a diluted share, compared to $3.2 billion a year earlier. Amazon’s operating income surged to $15.3 billion, up […]
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Walmart to close all 51 health centers

BENTONVILLE, Ark. — Walmart today said it has made the “difficult decision” to close its Walmart Health and Walmart Virtual Care clinics, citing a lack of profitability. “The decision to close all 51 health centers across five states and shut down the virtual care offering was not easy. We understand this change affects lives – […]
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