Where else should a new breed of customer service chatbot debut but at an event called Shoptalk? The Las Vegas conference was the natural pick for Linc, whose automated customer experience platform ...

Most consumers don’t shop with a brand solely because of the products or services it offers—88% of customers say the experiences they have with that brand are just as important. As such, providing ...

Remember when big box retailers crushed the “mom and pop” shops that once formed the backbone of retail? The same thing is threatening to happen online, accelerated by the unprecedented challenges, ...

To continue reading this content, please enable JavaScript in your browser settings and refresh this page. Preview this article 1 min A Dania Beach tech firm is ...

America’s retailers are racing to overhaul customer-service operations. And for good reason. Digital retail is seeing massive growth. In March 2020, retail transaction size was 74% higher than the ...

Customer service continues to be an area of strong focus for retailers. In fact, most (86%) said they viewed customer service as very important to their organizations, followed by 64% who said ...

Understanding the nuances of consumer behavior is paramount for marketers and customer experience leaders, naturally. The digital revolution, coupled with the rise of generative AI and the increasing ...

But as quickly as Dusk attracted attention, they found themselves in a far more serious PR storm this time not for their ads, but for their service. Dramatic discounting and aggressive sales campaigns ...

Bringing personalization beyond curated web experiences can require some special consideration. Associates play an important role in in-store personalization, but they need the right equipment to work ...

The Retail Customer Experience Index offers a detailed evaluation of how leading retailers are adapting to meet evolving customer expectations in today’s increasingly digital shopping environment.

COVID-19 has transformed customer behavior, notably in FMCG retailers. Although online stores grow, retail mix instruments remain essential for traditional shops, as these affect customer value ...