June 25, 2015

In the ongoing battle for market share, brands pour over metrics and tweak strategies to increase customer loyalty. The stakes are high, customer acquisition costs are expensive and most businesses can’t afford to lose sales to competitors. With prices commoditized in many industries, today’s battleground is centered squarely on customer experiences.

June 3, 2015

eBay Enterprise has helped its clients reduce average handle time and save money by using the NICE Interaction Analytics solution.

May 29, 2015

It’s happened to everyone. You take that trip to the drug store to get a new bottle of shampoo – and before you make your purchase, you scan your loyalty card at the coupon kiosk to see what spits out. You look down that long ream of paper to check out the offers: deodorant, candy, contact lens solution – but no shampoo. Okay, fine.

May 27, 2015

The stereotype of the beleaguered customer service representative who can’t keep up may have some truth to it. A recent study from Glance Networks, a provider of visual engagement, found that 73% of customer service professionals have difficulty meeting their performance metric goals.

May 22, 2015

I’ve been attending the annual CIO Symposium hosted by the MIT Sloan School of Management for several years now, and always walk away with a fresh batch of thoughts from top business, IT and academic minds. Here are three of the most valuable insights I learned at the recent 2015 edition of the conference.

May 21, 2015

Customers who choose live chat for customer service are satisfied a higher percentage of the time than those who call, email, or use social media channels.

May 15, 2015

Apparel retailer Lilly Pulitzer is looking to improve its omnichannel customer experience with a rollout of multiple solutions from Manhattan Associates Inc.

May 13, 2015

IBM is releasing new design and analytics features as part of IBM marketing cloud to enable brands to address the rising complexity marketers face engaging with customers as individuals.

May 11, 2015

With engaging the customer and managing the customer experience as top priorities for retailers, Boston Retail Partners’ 2015 CRM/Unified Commerce Survey indicates that 87% of retailers plan to use gamification to engage the customer within five years.

April 30, 2015

David’s Bridal gets personal with advanced digital analyticsThere are few events more personal in a woman’s life than her wedding.

April 30, 2015

Sean Claessen, executive VP strategy and executive creative director, Bond Brand Loyalty, spoke with Chain Store Age about how retailers can build customer relationships and loyalty in the era of omnichannel engagement.

April 20, 2015

Retailers Amazon.com, HSN, Newegg, QVC and Zappos.com were among the 15 companies receiving the highest ratings in the 2015 Forrester Research Customer Experience Index.

April 14, 2015

Retailers and consumer goods manufacturers are spending to improve their omnichannel sales capabilities.

April 14, 2015

The Walking Company, has selected Epicor Retail solutions to support a more personalized in-store customer experience.

April 7, 2015

Lowes Foods, a locally-owned and operated grocery chain, has selected Unata’s customer engagement platform for a pilot which will offer a one-to-one e-commerce experience for its shoppers.

March 26, 2015

U.S. companies spend $2 billion on loyalty programs, but the investment isn’t yielding the type of increased engagement which drove implementation of the programs, according to a new report from Capgemini Consulting.

March 26, 2015

Specialty retailer Soft Surroundings has chosen Ambius Premium Scenting to enhance the shopping experience for its customers at all 18 retail locations.

March 24, 2015

Online specialty fashion retailer Revolve focuses heavily on customer experience to stay competitive in a tough market.

March 17, 2015

Customer experience optimization is becoming an increasingly critical discipline as organizations enter a new era of marketing.

March 16, 2015

PetSmart and Amazon.com deliver the best customer experience in the retail industry.

February 25, 2015

In a sign that retailer efforts to enhance customer service may be working, few consumers report having a bad experience with a retailer in the past six months.

February 18, 2015

The Miroglio Group, an Italy-based international fashion retailer, has selected Zebra Technologies' wireless LAN solution to optimize information processes and transform them into a single omnichannel workflow.

February 10, 2015

Home shopping giant HSN is number one in online customer experience, according to the E-tailing Group's 2014l Customer Experience Index.

February 4, 2015

More than 80% of retailers plan to increase their customer experience spending in 2015, according to a survey conducted by Econsultancy for SDL, a provider of global customer experience.