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 318

Retail Customer Experience Customer Retention Technology 318

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 301

Customer Experience Customer Supplies Technology 301

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.

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Retail Customer Experience Technology Customer Data 340

Retail TouchPoints

JULY 13, 2022

Between staffing shortages, rising labor costs, supply chain disruptions, heightened compliance requirements and record-high inflation, food retailers are facing a myriad of market challenges with ripple effects that directly influence consumer behaviors. A recent Wall Street Journal report indicated that nearly 70% of U.S.

Customer Experience 280

Customer Experience Customer Retail Operations 280

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 340

Payment Services Merchant Services Retail Customer Experience 340

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 333

Operations Omnichannel Customer Experience Consumer 333

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 274

Retail Fashion Operations eCommerce 274

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.

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Retail Customer Experience Technology Operations 312

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 240

Payment Services Operations Banking Technology 240

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 333

Operations Retail Consumer Customer Experience 333

Retail TouchPoints

MARCH 25, 2024

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. As ecommerce sales continue to grow, so does the focus on logistics, enabling retailers to meet the rising demand for shipping. Operational agility.

Small Business Retail 311

Small Business Retail eCommerce Shipping Costs Retail 311

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 310

Customer Experience Customer Apparel Technology 310

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 289

Operations Department Stores eCommerce Supplies 289

Retail TouchPoints

JULY 26, 2023

The retail landscape of yesterday is no more. Global supply chain challenges, inflation and a shift to online consumerism have upended the traditional retailer and customer relationship. Data-heavy, complex operations hamper efforts to deliver positive customer service interactions, address errors and fulfill orders accurately.

Fulfillment 229

Fulfillment Operations Shipping Costs Order Fulfillment 229

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 268

Retail Mobile Consumer Operations 268

Retail TouchPoints

APRIL 6, 2023

Editor’s note: This is the fourth article in our series on AI in retail. Check out our other stories, on consumer attitudes toward AI , store design applications and customer-facing applications. Be on the lookout for the fifth article, which will cover the many still-unanswered questions around AI’s present and future.

Supplies 258

Supplies Payment Services Operations Retail 258

Forrester eCommerce

OCTOBER 2, 2023

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

Retail 411

Retail Customer Experience Operations Improvements 411

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 319

Customer Experience Customer Omnichannel Social Media 319

Retail TouchPoints

MARCH 5, 2021

As COVID-19 quickly spread in early 2020, the retail industry was among the first to be affected. But unlike hard-hit sectors such as airlines and live events, retail saw a more uneven impact — especially when it came to dramatically changed consumer behavior. This is where application programming interfaces (APIs) can help.

Customer Experience 298

Customer Experience Customer Omnichannel Retail 298

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 344

Customer Experience Customer Travel Technology 344

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 298

Fulfillment Operations Order Fulfillment Omnichannel 298

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 278

Customer Experience Customer Gifts Management 278

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 293

Technology Retail Supplies Operations 293

Retail TouchPoints

FEBRUARY 15, 2023

Direct-to-Consumer (DTC) brands are constantly stuck between creating indelible customer experiences and turning profits on those relationships. To make better data-informed decisions, retail business leaders need to improve the speed, fidelity and actionability of data to serve shoppers better than competitors.

Customer Experience 274

Customer Experience Customer Shipping Costs Customer Data 274

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 315

Retail SEO Operations Consumer Goods 315

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 270

POS Customer Experience Customer Technology 270

Retail TouchPoints

MARCH 25, 2024

Are you ready to explore the evolved customer journey? The Retail TouchPoints team is reporting on all the news breaking before, during and after the Retail Innovation Conference & Expo , taking place June 4-6, 2024, at McCormick Place in Chicago.

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Retail Article Omnichannel Customer Experience 251

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 288

Fulfillment Shipping Costs Omnichannel Retail 288

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 96

Customer Experience Improvements Customer Retail 96

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 246

Payment Services Operations Omnichannel Fulfillment 246

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 450

Retail Customer Experience Operations Improvements 450

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.

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Payments Payment Services Retail Channel 311

Retail TouchPoints

DECEMBER 7, 2022

That’s what creates an exceptional customer experience. With a single view and the right observability to hand, creating a unique experience isn’t just possible; it’s highly probable. Whether a company operates in B2B or B2C marketplaces, it’s critical to ensure that you’re working at peak performance.

Customer Experience 317

Customer Experience Payment Services Customer eCommerce 317

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

Retail TouchPoints

MARCH 18, 2024

The 800+ -store crafts retailer has initiated voluntary prepackaged Chapter 11 cases in the U.S. As it seeks to find firmer footing, Joann has entered a Transaction Support Agreement (TSA) with a majority of its financial stakeholders and other parties that includes commitments for approximately $132 million in new financing.

Operations 259

Operations Improvements Information Other 259

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 264

Operations Fashion Books Customer Experience 264

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 111

Operations Retail Customer Experience Mobile 111