Forrester eCommerce

JUNE 15, 2020

The pandemic’s impact on retail is a story of two halves. Many firms have felt the pain of store closures and need to adapt their operations to online-only sales and social-distanced operations across warehouses.

Operations 324

Operations Retail Consumer Customer Experience 324

Retail TouchPoints

JANUARY 19, 2024

Put mildly, it has been a challenging few years for retailers. consumers are increasingly looking for deals and overall experience when shopping. Retailers cannot take this resilience for granted. For retailers, they must start at the top, working to identify leaders capable of driving innovation and attracting top-tier talent.

Payment Services 325

Payment Services Merchant Services Retail Customer Experience 325

Retail TouchPoints

APRIL 12, 2023

As a result of changing consumer behaviors and spending patterns, many retailers are focused on right-sizing their store footprints, especially in shopping malls. For their part, more mall operators are looking to diversify their tenant mix and incorporate additional brands that resonate with younger audiences.

Operations 300

Operations Omnichannel Customer Experience Consumer 300

Retail TouchPoints

APRIL 20, 2022

The Home Depot has tapped two technology veterans for high-level positions, naming of Matt Carey as EVP of Customer Experience, a newly created role, and Fahim Siddiqui as EVP and CIO. Before that Carey worked for 20 years at Walmart with roles including SVP and CTO. “In

Customer Experience 253

Customer Experience Customer Supplies Technology 253

Retail TouchPoints

JANUARY 30, 2024

Generative AI (Gen AI) has brought about a seismic shift that’s reshaping customer interactions and business operations. As retailers ride the AI wave, it’s important to simultaneously address both the opportunities and responsibilities it brings. Moreover, ethical AI training in retail should also focus on inclusivity.

Retail 307

Retail Customer Experience Technology Customer Data 307

Retail TouchPoints

JANUARY 15, 2024

Within the larger global market, McKinsey estimates that the retail and CPG sectors have the most to gain from AI , with potential to harness the tech and drive huge improvements in operational efficiency as well as the customer and employee experience. But many of these tasks may just represent the low-hanging AI fruit.

Retail 294

Retail Customer Experience Technology Operations 294

Retail TouchPoints

MARCH 3, 2023

Nordstrom will shutter its six full-line department stores and seven Nordstrom Rack stores in Canada, along with its Canadian website , in a move that is expected to save the retailer $35 million in EBIT in fiscal 2023 compared to fiscal 2022. Nordstrom’s Canadian operations employ approximately 2,500 people. “We in a statement.

Operations 263

Operations Department Stores eCommerce Supplies 263

Forrester eCommerce

OCTOBER 2, 2023

My fantastic colleagues on our retail team published The Future Of The Digital Store.

Retail 403

Retail Customer Experience Operations Improvements 403

Retail TouchPoints

APRIL 1, 2024

Recent estimates forecast that nearly a quarter of global retail sales will come from online channels by 2027, so the ability to serve a multilingual customer base will be essential for businesses seeking global success. Customers don’t judge businesses by the quality of their products or services alone.

Retail 274

Retail Customer Experience Customer Retention Technology 274

Retail TouchPoints

AUGUST 14, 2023

While autonomous stores and technological innovation are high on the retail agenda, the infrastructure and operational efforts that enable them aren’t often given the same broad attention. Grocery retail is rooted in a traditional brick-and-mortar business model, with many longstanding and comprehensive internal processes.

Payment Services 191

Payment Services Operations Banking Technology 191

Retail TouchPoints

OCTOBER 18, 2022

Customers aren’t analyzing their behaviors within retail locations, but every retailer should be, and they should be learning from it every step along the way. It’s imperative customers are safe, comfortable and are offered privacy as they move about. Nick Delyani is Director of Retail North America for Xovis.

Customer Experience 269

Customer Experience Customer Apparel Technology 269

Retail TouchPoints

MARCH 12, 2024

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).

Retail 228

Retail Fashion Operations eCommerce 228

365 Retail

MAY 15, 2024

In the dynamic realm of retail, the fusion of technology with traditional shopping practices is not merely enhancing consumer experiences—it’s fundamentally transforming the industry. The Role of IT in Enhancing Checkout Systems In today’s retail environment, the efficiency and reliability of checkout systems are paramount.

Payment Services 52

Payment Services Operations POS Retail 52

Retail TouchPoints

MAY 12, 2023

And in an age when blended workforces — especially in the technology and service industries — have proven a viable solution for delivering exceptional customer experiences, AI-driven technology solutions empower organizations to champion innovation and collaboration, increase visibility, stay agile and perform better.

Customer Experience 314

Customer Experience Customer Travel Technology 314

Retail TouchPoints

AUGUST 4, 2022

Operating around the clock at incredibly high volumes, bots are becoming more sophisticated and use the latest evasion techniques to mimic human behavior that avoids detection. In 2021, an analysis of web traffic data by Imperva Threat Research revealed that four out of every 10 shoppers on a retail site were not human.

Customer Experience 252

Customer Experience Customer Gifts Management 252

Retail TouchPoints

FEBRUARY 1, 2021

The landscape of commerce and delivering customer experience changed dramatically over the past year, as millions of shoppers found health, safety, social distance and remote work taking center stage in their daily lives. Dress clothing retailers such as Brooks Brothers filed for bankruptcy , while athleisure wear boomed.

Customer Experience 271

Customer Experience Customer Omnichannel Social Media 271

Retail TouchPoints

JUNE 2, 2023

Inkga Group, owner and operator of 482 Ikea stores and ecommerce in 31 countries, will adopt a solution from Made4net to power fulfillment centers and store operations worldwide. Our goal is to become leaders of life at home, serving more people in an omnichannel reality, whenever and however customers choose to meet us.”

Fulfillment 263

Fulfillment Operations Order Fulfillment Omnichannel 263

iVend

MARCH 17, 2023

Ask any retailer and they’ll tell you that an enhanced customer experience is at the top of their ‘must do’ list. Improving customer experience is the key to winning new customers, keeping existing ones happy and bumping up revenue and profit.

Customer Experience 98

Customer Experience Improvements Customer Retail 98

Forrester eCommerce

AUGUST 25, 2021

Retail associate enablement tools enhance the customer experience in the physical store and improve both labor and store operations efficiency.

Retail 440

Retail Customer Experience Operations Improvements 440

lateshipment

AUGUST 1, 2022

In the always-on retail environment, the convenience of a seamless experience is the key to winning more customers. According to Linnworks research , over 80% of shoppers are looking for a frictionless, cross-device ecommerce experience. This led to longer wait times for processed returns and lower customer satisfaction.

Customer Experience 147

Customer Experience Payment Services Customer Shipping Costs 147

365 Retail

SEPTEMBER 11, 2023

bp has announced the appointment of Joanne Hall as its new UK retail operations director, reporting to Sonya Adams, VP mobility and convenience retail UK. More and more customers come to bp forecourts on food-only missions – over 50 percent of transactions are food only, instead of fuel-only or food and fuel.

Operations 109

Operations Retail Customer Experience Mobile 109

Retail TouchPoints

APRIL 11, 2024

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. But what are the most forward-thinking retailers doing with AI this year?

Retail 256

Retail Mobile Consumer Operations 256

iVend

JUNE 15, 2022

When shoppers in the UK realised that retail giant Marks and Spencer was charging different prices for goods bought in-store to those purchased through its online delivery arm, Ocado, there was anger and outrage. iVend Digital Commerce iVend helps retailers implement single pricing strategies.

Customer Experience 98

Customer Experience Customer Retail Channel 98

RTP blog

DECEMBER 16, 2019

But, in an ideal world, brands can’t create thousands of shopper journey maps for each customer or invest in disjointed marketing programs across various sales channels. HKTV installed 50 tablets at its offline retail store to encourage customers to continue their omnichannel shopping behaviour.

Customer Experience 195

Customer Experience Customer eCommerce Retail 195

Retail TouchPoints

MAY 3, 2023

Let’s dive straight into it and unriddle the mystery of creating modern, highly personalized customer experiences while increasing performance in the cookieless future. Businesses that strive to connect with customers share similar pain points. trillion in value.

POS 219

POS Customer Experience Customer Technology 219

Retail TouchPoints

JANUARY 14, 2024

Microsoft has launched a new Retail Cloud Alliance (RCA) aimed at educating and empowering retailers to leverage cloud technology effectively. For retailers this mass migration to the cloud has become imperative to meet scalability, flexibility and cost-efficiency needs,” according to the RCA website. “If

Technology 240

Technology Retail Supplies Operations 240

Retail TouchPoints

MARCH 24, 2022

stores, the retailer is incorporating a suite of digital tools designed to provide a more personalized shopper experience. Our customers are very loyal to our brand, and we’re thrilled that Tulip’s solutions will help us enhance the customer experience across all our channels.”. “Our

Operations 239

Operations Fashion Books Customer Experience 239

Retail TouchPoints

JULY 25, 2023

Any retailer that’s attempted to provide pickup and delivery services knows how fraught (not to mention expensive) they can be. But it’s how those stores operate that allows them to effectively serve as fulfillment hubs. This helped customers trust that we will deliver them the items they need quickly and easily.”

Payment Services 216

Payment Services Operations Omnichannel Fulfillment 216

365 Retail

DECEMBER 1, 2022

There is no denying that modern retail technology – and digitisation of the retail sector – is transforming everything about what shoppers want and how a retail organisation operates. Empowering store associates .

Customer Experience 84

Customer Experience Customer Retail Technology 84

Retail TouchPoints

APRIL 5, 2023

Shopping center operators are facing a new call to action: Evolve and elevate your experiences or lose your customers forever. We’re pivoting away from being a real estate company and leaning into being an experience company,” said Stephen Yalof, CEO of Tanger Outlets in an interview with Retail TouchPoints.

Food and Beverages 295

Food and Beverages Operations Consumer Omnichannel 295

Retail TouchPoints

JANUARY 29, 2024

Store-based fulfillment of customer orders got an enormous boost during the COVID pandemic, when both curbside pickup and delivery offerings became survival tactics for so many retailers. Each of these companies announced new retail partnerships last year, many outside the “home turf” of the grocery vertical.

Fulfillment 251

Fulfillment Shipping Costs Omnichannel Retail 251

365 Retail

MAY 8, 2024

Frasers Group is embarking on a transformative journey to overhaul its digital landscape, focusing on enhancing operational efficiency and the ecommerce experience for customers. The advanced platform will streamline operations such as inventory allocation, stock management, and product tracking.

Customer Experience 62

Customer Experience Customer Arts Customer Data 62

Retail TouchPoints

MARCH 18, 2024

Retailers have been eager to jump on the generative AI bandwagon: according to a new survey conducted by Salesforce and the Retail AI Council , retail executives estimate that 36% of their employees already are using generative AI today, with that figure projected to rise to 45% by 2025.

Retail 275

Retail SEO Operations Consumer Goods 275

Retail TouchPoints

NOVEMBER 11, 2022

The ecommerce boom brought on by the COVID-19 pandemic has permanently changed the retail landscape. While people have been shopping online for decades, it’s important to recognize that warehouses, as we know them, are still operating and organized to replenish the stock in brick-and-mortar stores. Technological Renovations.

Operations 223

Operations Improvements Supplies Fulfillment 223

Retail TouchPoints

FEBRUARY 8, 2024

The growth of retail media networks (RMNs) in recent years has been impressive. As the world moves away from third-party identifiers, retailers are using their own channels to unlock the potential of their valuable shopper audiences — so much so that retail media is now the fourth-largest advertising medium, according to data from WARC.

Payments 273

Payments Payment Services Retail Channel 273

Retail TouchPoints

MARCH 21, 2022

What does having a network that can offer high speed and low latency really mean for retailers, and how can they take advantage of it? Imagine a retail location where customers using an AR-powered mirror can see how clothing looks on them without ever entering a changing room. Improved Customer Experience.

Payment Services 244

Payment Services Small Business Retail Retail Customer Experience 244

Retail TouchPoints

APRIL 18, 2024

There’s an analogy here to what is happening in retail, as retailer leaders have become increasing immersed in technology-driven innovation over the past decade. Retailers are being slowly pulled along with technology’s evolution without feeling any sense of impending doom. Many retailers are at this stage.

Technology 240

Technology Retail White Paper Fulfillment 240