Content about Customer experience

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 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.

March 17, 2014

Roundy’s Supermarkets has selected Symphony EYC Customer Insights behavioral insights platform and expertise to enable customer-centric business processes.

March 13, 2014

With consumers engaging more directly with businesses through mobile and social media, more than 60% of CIOs will focus more heavily on improving the customer experience and getting closer to customers, according to a new report released by IBM.

March 4, 2014

The days of independent silos, of when the Web, phone, catalog and store could be operated separately each with its own unique customer experiences and fulfillment processes, are behind us.

February 21, 2014

Synergy seemed to be the common thread at this year’s NRF Big Show. While the customer experience was definitely at the forefront, it was interesting to note how many vendors were demonstrating tools to help business units work in concert to drive sales, develop customer loyalty, improve service levels and even coordinate brick-and-mortar and online shopping.

February 13, 2014

L.L. Bean has been ranked number one in online customer experience. The E-tailing Group 2013 Customer Experience Index, based on a mystery shopping study conducted during the fourth quarter of 2013, awarded L.L. Bean a top score of 88.75, followed by HSN at 87.25.

January 27, 2014

Department store retailer Gordmans has implemented Oracle Retail solutions to improve the customer experience and deliver on its advertised promise that shoppers will find “something unexpected” with each store visit.

January 7, 2014

The emergence of omnichannel commerce is dramatically changing the retail equation, both in how customers travel the path to purchase and how retailers anticipate and meet customer demand. Mike Webster, senior VP and general manager of Oracle Retail, offered Chain Store Age his perspective on how retailers must alter their approach to both systems and business processes to ensure they deliver a seamless experience across all customer touchpoints, one that both converts sales and builds long-term satisfaction and loyalty.   

January 7, 2014

The convergence of a number of leading-edge technologies is launching a revolution in the customer experience. Mobile devices, social media, 24/7 connectivity and a blurring of the lines between formerly separate customer service “channels” have upended the rules of retail, forever disrupting the notion of business as usual. It’s a brave new world — and one that Chain Store Age will explore at its first-ever Customer Disruption event, May 7-9, 2014, at Sofitel Hotel in Redwood Shores, Calif., the Gateway to the Silicon Valley.

December 5, 2013

Facebook is the lowest scoring brand in the overall ForeSee Customer Experience Index, with a score of 69.

© 2014