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Customer Service is Personal, so Show Me the Love

Retail TouchPoints

Make sure your mobile customer experience is optimized. With 64% of online shoppers completing at least half of their customer service on mobile devices, a mobile-first experience is mandated. Given all the talk of texting and social media use, I expected more adoption on the customer service front.

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The Top 5 Retail Remix Episodes of 2023

Retail TouchPoints

The top five episodes of 2023 reaffirm some of the most trending topics we covered on Retail TouchPoints over the past year, illustrating how rapidly the industry (and the customer experience) have evolved. Why it Matters: In 2023, we saw employee turnover reach record highs.

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How Amazon, Poshmark and Rolling Stone Use Livestreaming to Break out from the Ecommerce Grid

Retail TouchPoints

Enter Sune , which soft-launched in beta in March 2023. It also features Amazon’s “Shop the Show” technology, through which customers can browse, shop and engage with the content on their TV screen via their mobile device. In 2023, more than 1 billion customers in the U.S.

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Fueled by Discounts and BNPL, Online Holiday Sales Grow 4.9%

Retail TouchPoints

31, 2023, according to Adobe Analytics. Other key data points for holiday 2023: Mobile commerce overtook desktop, clocking 51.1% Mobile shopping was highest on Christmas Day, when it drove 63% of online sales; Curbside pickup remained popular, used for 18.4% Online holiday sales increased 4.9% YoY, reaching $222.1

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9 Crucial Headless Commerce Trends to Watch In 2023

GetElastic

In 2023, headless commerce is expected to become a mainstay of eCommerce operations, with more brands than ever adopting it to streamline their operations and boost sales. This approach also enables businesses to provide a more seamless and consistent experience across multiple channels, from desktop to mobile to social media.

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Q4 Could Be Huge, But Most Retailers Have a Blind Spot

Retail TouchPoints

Despite global economic concerns, consumer spending has remained robust throughout 2023, and retailers are looking forward to a blockbuster Q4 full of holiday spending. eMarketer expects retail mobile commerce sales to account for 43.4% of total retail ecommerce sales in 2023. For retailers, however, mobile is messy.

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Amazon Brings Live Shopping to Streaming TV

Retail TouchPoints

The HSN-style, free ad-supported TV (FAST) channel will give consumers expanded access to the content and creators of Amazon Live, which debuted in 2016 on desktop, mobile and Amazon’s Fire TV devices. In 2023, more than 1 billion customers in the U.S. and India watched Amazon Live streams across those devices, according to Amazon.