GetElastic

SEPTEMBER 16, 2021

This post was originally published on March 11, 2019 and has been updated for accuracy and relevancy in the market. Why a Hybrid Customer Experience is Essential for Today’s Consumer. As it turns out, based on a 2019 study , many customers actually prefer a hybrid experience over one that is entirely online or in-person.

Customer Experience 139

Customer Experience Customer eCommerce Vend 139

GetElastic

SEPTEMBER 16, 2021

This post was originally published on March 11, 2019 and has been updated for accuracy and relevancy in the market. Why a Hybrid Customer Experience is Essential for Today’s Consumer. As it turns out, based on a 2019 study , many customers actually prefer a hybrid experience over one that is entirely online or in-person.

Customer Experience 139

Customer Experience Customer eCommerce Vend 139

Forrester eCommerce

FEBRUARY 26, 2019

Digital disruptors and customer-obsessed organizations are improving customer experience (CX) by shortening their software delivery cycles, delivering features in smaller increments, and scaling their existing Agile processes in concert with DevOps.

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Reference Customer Experience Improvements Customer 328

Forrester eCommerce

JULY 22, 2019

How do we manage innovation when we’re busy with incremental improvements? Companies commonly ask me these innovation questions: What emerging technology should I invest in this year? We’re piloting [new technology] — where do we start? What this shows is that many companies know that innovation is important — and they’re right.

Technology 356

Technology Management Improvements Customer Experience 356

Forrester eCommerce

OCTOBER 29, 2020

Customer experience (CX) has become the number one business priority for marketers. The percentage of European B2C marketers considering improving CX as their company’s top business priority has jumped from 26% in 2019 to 46% in 2020. CMOs are fully aware of the importance of customer data to personalise experiences.

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B2C Customer Customer Experience Customer Data 204

Retail Technology Review

MAY 28, 2019

Retailers are neglecting social media when it comes to customer service, and are not listening to consumers to drive customer experience improvements, according to the 2019 Eptica Digital Trust Study.

Customer Experience 79

Customer Experience Channel Social Media Customer 79

ROI Revolution

JULY 3, 2019

ROI Revolution had a great time at IRCE 2019. Customers expect that if they message you on Facebook with a product issue on a Tuesday morning, when they follow up via phone call after 3 days, you know who they are and what progress has been made on their issue. But what about improving customer acquisition ?

eCommerce 97

eCommerce Omnichannel Customer Experience Books 97

Retail TouchPoints

MARCH 3, 2023

However, the retailer’s executives touted an improved inventory position going into the new fiscal year, down 15% from the previous year and comparable to 2019. “As For FY 2023, Nordstrom is projecting a 4% to 6% revenue decline, including an approximately 250 basis point negative impact from the wind-down of its Canadian operations.

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Operations Department Stores eCommerce Supplies 256

Retail TouchPoints

DECEMBER 22, 2022

Linnartz was appointed President of Marriott in 2021 and currently is leading the hospitality brand’s multi-billion dollar technology transformation, designed to improve customer experience, drive topline revenue and increase operational efficiency. Early in her career, Linnartz worked with Hilton Worldwide. ”

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Omnichannel Operations Technology Customer Experience 244

TradeGecko

APRIL 9, 2019

Over the past decade, the rise in eCommerce has transformed the retail experience - and this trend only continues to grow. In recent years, online retail sales reached an incredible $2.3 trillion worldwide , and eCommerce sales accounted for more than 10% of all retail sales globally.

Technology 60

Technology Customer Experience eCommerce Small Business Retail 60

ROI Revolution

JUNE 27, 2019

IRCE 2019 Day 2 had a lot of great content on AI, personalization, and improving customer experiences. As the CEO & Founder of Framebridge, Susan Tynan has learned tons of lessons on how to deliver great, focused customer experiences. Here’s a recap of all the great sessions we attended.

Merchant Services 87

Merchant Services Customer Experience Blog Customer 87

Retail TouchPoints

MAY 11, 2023

The DG Fresh network was introduced in 2019 as a way to enable self-distribution of fresh and frozen items. The facility is expected to create 400 jobs as part of a $140 million investment in the area.

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Supplies Presentation Customer Experience Improvements 283

Retail TouchPoints

NOVEMBER 15, 2023

It can help improve the reliability of a retailer’s site by providing proactive maintenance, early detection and real-time guidance to identify areas for improvement. The practice of AIOps can help improve the performance and reliability of retailer’s IT systems and applications through reductions in mean time to repair (MTTR.)

eCommerce 284

eCommerce Improvements Operations Consumer 284

MagentoBrain

FEBRUARY 21, 2023

2023 Digital Marketing Trends and Changes Trend 1: Pay more attention to "customer experience" The discussion of customer experience has greatly increased in recent years. From the rise of UI/UX, we can see that many trends have emerged with only one purpose: to improve customer experience.

Customer Experience 52

Customer Experience Customer Marketing Payment Services 52

Sailthru

JANUARY 13, 2020

They understand that customers always have their phones, and always expect a personalized, relevant interaction on mobile. Mobile commerce is set to grow 29% in 2019 , however, our research shows that mobile lags far behind on-site and email personalization, and doesn’t deliver the same level of customer experience.

Customer Experience 60

Customer Experience Mobile Channel Other 60

365 Retail

OCTOBER 5, 2021

We needed a solution that allowed us to centralise our task management and communications across our entire store estate, to ensure the customer experience and ‘look and feel’ of our stores was both consistent and streamlined. Until then we had been using multiple, manual channels that were labour intensive.

Customer Experience 52

Customer Experience Operations Customer Point of Sale 52

ROI Revolution

DECEMBER 4, 2019

Published December 4, 2019. The long-awaited ultra-short 2019 holiday shopping season has arrived. This doesn’t mean customers will be buying less this holiday season – it means they’ll be purchasing the same amount of products in a much shorter amount of time (nearly a week less than last year).

Social Media 78

Social Media Shipping Costs Channel Fulfillment 78

RTP blog

OCTOBER 3, 2018

I wrote about the saga of the late-arriving DVD a few months ago, and how just a few more messages from the retailer, and some improved follow-through, would have turned a bad customer experience into a good one.

eCommerce 150

eCommerce Multi-channel Channel Subscription 150

Retail TouchPoints

OCTOBER 5, 2021

Gap has acquired Context-Based 4 Casting ( CB4 ) , a startup that uses AI and machine learning tools to transform retail operations, increase sales and improve the customer experience. McDonald’s bought Dynamic Yield , a personalization provider, in 2019.

Customer Experience 209

Customer Experience Technology Operations Improvements 209

Retail TouchPoints

MARCH 27, 2024

As CNBC ’s article “Future of Retail” predicts, brands are doubling down on customer experience. How you utilize tech to optimize your employee’s training experience will be in relation to brand survival. He originally joined Attensi in London in 2019 to help lead Attensi’s international growth.

Retail 206

Retail eCommerce Games Workshop 206

OrderDynamics

JANUARY 24, 2019

NRF 2019 Observations . We’ve seen omnichannel, unified commerce, customer experience, AI, AR innovations emerge and become real. Another encouraging sign in 2018, has been companies focusing their strategies around the customer experience. Personalized Experiences Powered by AI & AR.

White Paper 52

White Paper Vend Customer Experience Events 52

Forrester eCommerce

JUNE 9, 2020

Now many of us talk to virtual assistants on our smartphone and increasingly on smart speakers (clients see The State Of Voice Assistants, 2019). Tech companies are using improved microphones, computing, and artificial intelligence to create conversational experiences in […].

Improvements 254

Improvements Customer Experience Technology Customer 254

Retail TouchPoints

AUGUST 11, 2020

The bar for what makes a standout customer experience (CX) is rising every year. Shopper expectations are always evolving and your customer experience should evolve with it. Continuing on the L’Oréal theme, the company launched a new personalized hair color brand, Color & Co , in 2019.

eCommerce 260

eCommerce Shipping Costs eCommerce Technology Customer Experience 260

ecomdash

JULY 25, 2019

We’ve outlined some summer 2019 hot ecommerce trends you need to know about. Below are six of the most important trends for ecommerce business owners to consider for summer 2019. #1 They can handle just about any type of customer interactions, from inquiries to product recommendations. We’re here to help you out! The Takeaway.

eCommerce 60

eCommerce Merchant Services Subscription Improvements 60

Retail TouchPoints

NOVEMBER 9, 2023

In collaboration with Boston’s Mass General Brigham hospital, Best Buy Health will support an expanded home-based health care delivery model designed to improve how safe, quality care can be provided with technology and clinical expertise.

Technology 205

Technology Mobile Improvements Management 205

Retail TouchPoints

MARCH 11, 2021

retail executives whose stores offered at least one method of store-based online order fulfillment — revealed that the pandemic triggered a 5X increase in ecommerce volume in 2020 compared to the same period in 2019. Give store associates the tools they need for digital interactions with customers.

Fulfillment 279

Fulfillment Order Fulfillment Shipping Costs Social Media 279

Retail TouchPoints

APRIL 29, 2022

Consider how returns are central to the customer experience and can create a competitive advantage, differentiate a brand and increase customer lifetime value. The popularity of online shopping has created enormous opportunities to reach new customers, but this has come at a cost. Turn Returns Upside Down.

Shipping Costs 272

Shipping Costs Merchant Services Customer Shipping Labels 272

Retail TouchPoints

SEPTEMBER 29, 2020

Self-checkout is already a big part of how customers shop — according to RBR’s report, “EPOS and Self Checkout in 2020” , shipments of self-checkout solutions increased by 52% in 2019 to a new record high. Successful self-checkout programs have system health, strategy health and shopper value at their core.

Payment Services 274

Payment Services Customer Operations Management 274

Retail TouchPoints

MARCH 11, 2022

In fact, over the last 18 months, retailers have experienced a 17-point decline in customer satisfaction (CSAT) related to product availability and a 14-point drop in CSAT related to employee assistance, according to a Medallia Insights study of more than 85 global retailers. In 2019, the average shopper purchased from six different brands.

Customer 252

Customer Retail Customer Experience Outdoor 252

Retail TouchPoints

JULY 20, 2022

A new research report conducted by UPS Capital, Personalized Shipping Experiences: The Next Frontier for eCommerce , shows that personalized shipping experiences have emerged as the next frontier for SMB retailers looking to provide an excellent customer experience in the wake of these supply chain disruptions.

Shipping Costs 290

Shipping Costs Shipping Merchant Services Payment Services 290

ROI Revolution

NOVEMBER 8, 2019

Published November 8, 2019. While Google has little competition in web search, it’s important that they continue to improve and innovate to keep an edge in adjacent areas, such as voice computing, where they compete with Amazon. Google Updates Search Engine With Artificial Intelligence . What kind of changes will this bring?

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Gifts Toys Travel Fashion 60

Retail TouchPoints

NOVEMBER 8, 2022

Using AI for search, merchandising and personalization is necessary to deliver a great customer experience and provide consumers with what they want. Optimizing inventory based on trends and historical data means the customer will get the exact item they are looking for. Use Tech to Augment the Customer Experience.

Online Retail 268

Online Retail Retail Technology Arts 268

Retail TouchPoints

JANUARY 31, 2022

As the retail industry shifts, so do customer expectations. Retailers are facing a multifaceted challenge to meet customer experience standards while tackling increasing competition, skyrocketing location costs, hiring challenges, advancing technologies and the growing need to contribute sustainable solutions.

Retail 296

Retail Technology Operations Improvements 296

Retail TouchPoints

APRIL 2, 2024

One of the biggest factors supporting this dramatic improvement has been the CCU’s proactive approach — not only keeping counterfeit products off the site but also going after counterfeiters “wherever they are, to disrupt or dismantle their organizations,” said Kebharu Smith, Director of the CCU in an interview with Retail TouchPoints.

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Document Supplies Apparel Improvements 197

Retail TouchPoints

AUGUST 30, 2021

billion in Q2 2021, the highest second-quarter sales in over a decade, up 29% year-over-year and 5% compared to 2019 pre-COVID levels. Online sales in particular grew 65% over 2019 levels and represented 33% of the total business, offsetting an 11% brick-and-mortar decline compared to its pre-COVID performance.

eCommerce 273

eCommerce Apparel Clothing Technology 273

Salsify

JANUARY 7, 2020

Home improvement retail giants are making strides to improve online customer experience. Results for the home improvement company have been strong, with 10% of its overall sales stemming from ecommerce, according to The Motley Fool. Fifty percent of these online sales are picked up at brick-and-mortar stores.

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Improvements Customer Experience Operations eCommerce 78

Retail TouchPoints

NOVEMBER 1, 2022

VS&Co plans to leverage Adore Me’s expertise and technology to continue to improve the Victoria’s Secret and PINK shopping experience and accelerate the modernization of VS&Co’s digital platform. This experience can help VS&Co build out its own inclusivity efforts and help the brand reach a broader audience.

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Fashion Technology Definition Customer Experience 157