December 1, 2014
Discount Tire has selected OneView Commerce to enhance the retailer’s “customer for life” brand experience in its more than 875 stores nationwide.
 
November 17, 2014

Canadian casual dining chain Boston Pizza has selected the Paytronix Rewards platform as the foundation for its new Boston Pizza MyBP Program.

November 4, 2014

New Seasons Market (NSM) is deploying the new Index online commerce personalization solution at its stores to deliver end-to-end security and personalized customer experiences.

October 28, 2014

Consumers can purchase virtually anything they want anytime from anywhere, from the Internet to social media to mobile devices to good old brick-and-mortar stores.

October 14, 2014

The Finish Line has launced a new mobile app aimed at providing services and conveniences that reward members of its Winners Circle loyalty program with points and loyalty perks.

October 13, 2014

Smart machines, mobile and digital business transformation all weigh heavily in tech research giant Gartner’s top 10 predictions for IT organizations and users in 2015 and beyond.

October 3, 2014

Nearly two-thirds (62%) of 400 digital marketers surveyed view improving customer satisfaction as the top reason to invest more in technology.

September 23, 2014

Cloud-based customer care technology provider Contact Solutions has released version 2.1 of its My:Time mobile customer care tool.

August 27, 2014

For retailers looking to provide an optimal customer experience to harried holiday shoppers, live chat is more than a nice extra.

“Customer expectations today make live chat a necessity; more and more customers are demanding this channel to interact with brands since it’s a convenient and efficient means of getting assistance online,” said Milton Pappas, president of e-commerce for White Plains, New York-based Nine West Group, which operates 183 Nine West stores, 78 Easy Spirit stores and 88 JNY stores in the United States.

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.

August 12, 2014

Specialty online health- and beauty-care retailer SkinStore is using predictive technology from Coherent Path to help deliver personalized offers that build long-term customer loyalty.

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.

May 22, 2014

Modern shoppers have a very low tolerance for poor customer service, and crave a more intimate relationship where retailers know their needs, wants and preferences, and respect their time and business.

May 13, 2014

Macys.com has successfully deployed the SAP InfiniteInsight solution to help better understand customer buying behavior and optimize email and website marketing campaigns.

April 30, 2014

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

April 24, 2014

Paint retailers with well-trained staffers will drive a more positive purchase experience, this according to the J.D. Power 2014 Paint Satisfaction Study.

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.