Content about Customer Experience

August 25, 2014

QVC received top ranking in the Mobile Customer Experience Index from The E-tailing Group. QVC scored 84.17 on a 100-point scale, with the average score being 71.5.

August 13, 2014

According to a survey of consumers conducted by Retail Systems Research, nearly 20% of shoppers will dump their carts if the check out line at the register is too long.

July 29, 2014

The top company initiative among retail supply chain executives is “to enable a seamless customer experience online and in the store.

July 25, 2014

Bebe Stores Inc. plans to roll out the digital experience management platform from Qubit.

July 21, 2014

Showrooming may not be as concerning as many traditional retailers once thought. In fact, retailers who embrace clienteling and other strategies can leverage showrooming as an element of the overall all-channel experience for their customers.

July 16, 2014

Eloyalty is packaging its omnichannel customer experience cloud technology solution as a white label offering, making its solution available to select partners across a range of industries.

July 15, 2014

Splunk Inc. announced that British retailer John Lewis is using Splunk Enterprise to deliver operational and customer insight across the retailer’s website.

July 10, 2014

Hhgregg ranks highest in appliance retailer customer satisfaction, followed by Lowe’s, according to the J.D. Power 2014 Appliance Retailer Satisfaction Study.

June 27, 2014

Mobile will continue to play a significant and dominating role in online shopping this holiday season.

June 24, 2014

Every few years, a new term enters the retail IT industry lexicon and takes firm root, even though nobody can provide an actual, definitive meaning. The latest phrase to capture the imagination of retail technology practitioners without a standard, widely accepted definition is “omnichannel commerce.” While it is generally understood that omnichannel commerce is the practice of serving customers across all available physical and digital channels, the details are still vague.

June 10, 2014

Mindshare Technologies, which acquired Empathica in September 2013, announced that the two companies have united under a new corporate entity known as InMoment. InMoment provides a cloud-based customer experience optimization platform, the Experience Hub.

June 9, 2014

Three in four (75%) retailers can or intend to identify customers when they walk in the store, including 3% who already do so and 72% who are planning to do so within five years. According to the new 2014 CRM/Unified Commerce Benchmark Survey of top North American retailers from Boston Retail Partners, 95% of respondents indicated customer experience/ customer engagement is one of their top three current initiatives.

April 30, 2014

Tommy Bahama has selected customer experience management (CEM) software from Medallia to help better understand and improve customer experience.

April 28, 2014

IBM and digital commerce firm Fluid are collaborating on Fluid Expert Shopper (XPS), an app made with the IBM Watson artificial intelligence platform.

April 24, 2014

Lowe’s Cos. has named Joseph M. (Mike) Mabry as strategy and experience design executive, replacing Robert J. Gfeller who left the company last month.

April 23, 2014

The percentage of large organizations that have reached the two highest levels of customer experience maturity has grown from 6% in 2013 to 10% this year.

April 22, 2014

InReality, a customer experience strategy and design firm, is offering a retail customer experience measurement tool called Reality Gap Analysis.

April 10, 2014

Panera Bread has unveiled a series of integrated technologies to enhance the customer experience at its restaurants.

April 8, 2014

Clarabridge, Inc., a provider of intelligent customer experience management (CEM) solutions, is acquiring Market Metrix, an enterprise feedback management platform in the leisure and hospitality industries.

April 3, 2014

Kids 21, a children’s upscale apparel retailer operated by luxury fashion group Club21, will use IBM’s cloud, e-commerce and analytics software to deliver personalized experience while expanding its online presence across Asia-Pacific.

March 26, 2014

A central theme of the Oracle Industry Connect conference, held in Boston March 25-26, was “Commerce Anywhere,” or the new customer experience paradigm that requires enabling the consumer to purchase products how they want, when they want and to do so in a connected, nearly seamless fashion.

March 20, 2014

Chick-fil-A and Sonic Drive-In deliver the best customer experience in the fast food industry, according to the 2014 Temkin Experience Ratings, an annual ranking of companies based on a study of 10,000 U.S. consumers.

March 19, 2014

Sam's Club and Amazon.com deliver the best customer experience in the retail industry, according to the 2014 Temkin Experience Ratings, an annual ranking of companies based on a study of 10,000 U.S. consumers.

March 19, 2014

We shop almost every day – picking something up at the drug store or buying lunch, clothes shopping or getting groceries, looking for a gift or checking out a promotion – and we are doing this on the way to work, at work, at night while watching TV, online, at a store and increasingly across mobile devices. There is one thing that unites consumers in all of these instances: we expect the experience to be unified, personalized, constant, connected and, above all, seamless.

© 2014