InMoment XI

NOVEMBER 23, 2021

Here are three elements for luxury retail brands’ to consider when closing the gap and delivering that premium level customer journey ! Element #2: Don’t Choose Online Retail Over Physical, You Need Both. Element #1: Let Customers Speak—and Listen When They Do. Digital experiences aren’t meant to entirely replace physical ones.

Retail 397

Retail Customer Journeys Touchpoint Brands 397

InMoment XI

MAY 10, 2022

As customers seem to shop solely based on the best deal, it can be difficult to build customer loyalty in retail, which leaves many brands wondering if customer loyalty is even worth the effort. However challenging it may be for retailers, developing a loyal customer base is essential to maintaining an active, healthy brand.

Retail 370

Retail Net Promoter Score Loyalty Programs Effort Score 370

CSM Magazine

DECEMBER 19, 2024

Retail theft soared in the first half of 2024, with a rate 24% higher in major U.S. In response, some retailers have adopted facial recognition technology to curtail theft and associated losses. Retailers put together their own surveillance databases based on criminals they’ve already caught. and further afield.

Retail 98

Retail Video Technology Survey 98

Retently

OCTOBER 23, 2024

Survey Questions to Ask When we refer to product experience, an ecommerce & retail business should focus on: Product Experience (product quality, design, and performance): Did you need any help or additional information to start using the product? Taking the importance of collecting customer feedback out of the way, where do we start?

Ecommerce 109

Ecommerce Survey Retail NPS 109

eglobalis

FEBRUARY 3, 2025

For instance, a retail client of Oracle improved its Net Promoter Score (NPS) by 15% by addressing negative sentiment identified through AI analysis. Example: A retail company using Adobe Journey Optimizer increased its conversion rate by 18% by streamlining the checkout process and reducing friction points.

B2B 354

B2B Customer Journeys Customer Experience Chatbots 354

InMoment XI

MAY 2, 2024

It can be argued that reputation management for retail companies is more important than it is in any other industry. In retail, the power of the review is stronger than ever. The leaders in retail reputation management are always looking for ways to improve. While that may seem complicated, it might be easier than you think.

Retail 195

Retail Customer Retention Strategy Management 195

IntouchInsight

DECEMBER 11, 2023

As we all get ready to jump into a new year, we have one last Flash Points consumer data round-up for 2023. This time we’re asking:

Retail 316

Retail Trends Consumers Data 316

Blueshift

NOVEMBER 4, 2024

AI has transformed how e-commerce brands approach retail marketing by making personalization, customer segmentation, and real-time engagement easier than ever before. As online shoppers increasingly expect tailored experiences, the role of AI in marketing becomes critical to delivering unique interactions at scale.

Retail 88

Retail Marketing Chatbots Sales 88

InMoment XI

MAY 3, 2024

In this blog, we dive into the details of how Foot Locker is revolutionising retail through its CX initiatives. Foot Locker’s CX Journey Continues As Foot Locker continues its journey towards retail excellence, one thing is clear: they are committed to delivering exceptional retail customer experiences.

Retail 195

Retail Return on Investment ROI Analysis 195

eglobalis

OCTOBER 14, 2024

For example, customer expectations in retail differ vastly from those in the healthcare or tech industries. For example, the customer expectations for a B2B tech company will differ significantly from those for a consumer-facing retail brand. The same applies to B2B and B2C.

Customer Experience 420

Customer Experience Customer Journeys Case Study Innovation 420

Interactions

NOVEMBER 11, 2024

We discussed the complexities of CX in the retail industry and explored how brands can keep pace with ever-changing consumer expectations in a tech-driven market. The Modern CX Landscape For retail, the stakes are incredibly high. But it’s not just about automation.

Retail 62

Retail Competitive Advantage eBook Contact Center 62

Optimove

MARCH 6, 2025

See the difference control groups make in this guide Download Now Why it Matters: This post is important for retail marketers as it highlights how loyalty programs extend beyond simple discounts to foster deeper engagement and long-term brand affinity. See more about retail customer loyalty below.

Retail 59

Retail Loyalty Gamification Loyalty Programs 59

Blueshift

NOVEMBER 8, 2024

Retail and e-commerce marketers face a challenging landscape as customers interact with brands across multiple channels, from email and social media to in-store and mobile apps. To deliver seamless, personalized experiences, brands need a strategy that connects every touchpoint.

Retail 80

Retail Marketing Social Media Touchpoint 80

Retently

NOVEMBER 13, 2024

This is why Customer Experience has become the heart of online retail success. Retailers using VFR technology report significant benefits, including an increase in average order value, higher conversion rates, and reduced return rates. This growth is also fueled by retailers who recognize the power of VFRs to attract and retain buyers.

Ecommerce 144

Ecommerce Retail Social Media Technology 144

InMoment XI

DECEMBER 18, 2024

For example, a retail contact center could use forecasting to prepare for a high volume of inquiries and complaints during the festive shopping season. An excellent example of leveraging automation comes from leading footwear and sportswear retailer Foot Locker.

Contact Center 195

Contact Center Customer Satisfaction ROI Virtual Agent 195

CSM Magazine

OCTOBER 21, 2024

Retailers could learn a thing or two from them. So, retailers, grab a notepad and break down the lessons you need to steal from online casinos. Retailers, are you paying attention? Retailers could borrow this move. Retailers take note! Retailers could do well to be just as upfront. Online casinos?

Retail 52

Retail Customer Service Loyalty Programs Loyalty 52

IntouchInsight

MAY 17, 2023

What do consumers have to say this May? Below are some of the key data points from our latest Flash Points Surveys. These are pulse surveys of everyday consumers across North America on a wide range of issues affecting customer experiences.

Banking 56

Banking Retail Technology Trends 56

eglobalis

MARCH 4, 2025

Virtual assistants and chatbots now handle millions of banking inquiries, healthcare questions, and retail service requests, promising faster responses and 24/7 availability. Industry-Specific Virtual Assistants (Banking, Healthcare, Retail) AI agents are becoming increasingly specialized to meet industry-specific needs.

Self Service 198

Self Service Strategy Contact Center Virtual Agent 198

Optimove

DECEMBER 19, 2024

Take your customer segmentation to the next level with our advanced guide Download Now Why it Matters: Retail marketers can learn that leveraging personalized, data-driven marketing maximizes engagement, new customer acquisition, and significantly boosts sales during these critical periods.

Retail 59

Retail Lifetime Customer Customer Centricity Loyalty 59

InMoment XI

JULY 14, 2022

A global grocery retailer was facing the uncertainties of COVID-19 and through their struggle, they found a perspective that helped them focus on forwarding progression throughout the pandemic. The Context. COVID brought a heightened sensitivity and sense of uncertainty to most of the global grocer’s guests and staff.

Feedback 397

Feedback Effort Score Retail Metrics 397

CSM Magazine

FEBRUARY 6, 2025

Poundland has partnered with Motorola Solutions to enhance security at its retail stores in the UK, aiming to reduce violence and theft. The retail chain has deployed VT100 body cameras to frontline employees at Poundland locations, resulting in an 11% decrease in aggressive encounters and a reduction in shoplifting incidents.

Retail 52

Retail Government Video Measurement 52

Interactions

OCTOBER 23, 2024

How do you ensure you’re directing your IT investments into the right initiatives, avoiding low-value or infeasible projects that don’t move the needle on your retail company’s strategic goals? More than one-third (36%) of retailers surveyed by NVIDIA are currently investing in Conversational AI and NLP for digital channels.

Contact Center 62

Contact Center Retail Self Service Competitive Advantage 62

CSM Magazine

MARCH 14, 2025

A simple trip to Walmart in Waxhaw, North Carolina, turned into a frustrating experience for a customer named Jack, whose complaint about long checkout lines has sparked a larger conversation about efficiency, customer experience, and the role of self-checkouts in retail. For retailers, this is no small matter. What Went Wrong?

Retail 52

Retail Self Service Wait Times Social Media 52

Optimove

MARCH 17, 2025

Discover the latest email strategies to grab the attention of your customers Download Now Why It Matters: Retailers have a lot to learn from iGaming marketers, who excel at real-time, data-driven engagement. If adopted correctly, iGaming’s mastery of real-time marketing could revolutionize retail customer journeys and experiences.

Retail 52

Retail Marketing Multi-Channel Return on Investment 52

Experience Investigators by 360Connext

OCTOBER 22, 2024

What if aligning your vision with your retail partners could transform your B2B customer experience strategy? In this episode of Experience Action Podcast, we explore how B2B suppliers can effectively engage retail partner staff to ensure a seamless customer experience that resonates with everyone involved.

B2B 143

B2B Exceptional Customer Service Retail Course 143

Optimove

MARCH 12, 2025

Discover the latest email strategies to grab the attention of your customers Download Now Why It Matters: Retailers must implement strategic marketing efforts to drive early sales and maintain long-term success. Refine E-Commerce Websites for Conversions A seamless shopping experience can set up a retailer to drive early online sales.

Retail 52

Retail Sales Strategy Marketing 52

InMoment XI

OCTOBER 31, 2024

Here are two examples from the retail and hospitality sectors that demonstrate the impact of tracking these KPIs. Retail Call Center Jane, a customer at a fashion retailer, has a complaint regarding her latest purchase. The boots she ordered online are the wrong size, so she’s hoping to get a replacement.

Call Center 195

Call Center Metrics Self Service Effort Score 195

eglobalis

JANUARY 13, 2025

A European retail chain leveraged this integration to respond to social media complaints within minutes, resulting in a 20% increase in customer retention. AI tools like Salesforces Service Cloud enable agents to manage inquiries from email, social media, and live chat within a unified interface, reducing fragmentation.

Customer Experience 381

Customer Experience Marketing Chatbots e-support 381

InMoment XI

OCTOBER 24, 2024

Here are some examples of omnichannel customer engagement platforms being used to engage with customers proactively: Retail: Retailers use customer engagement platforms to send personalized promotions, manage customer messages, and improve post-purchase support.

Customer Engagement 195

Customer Engagement Engagement Omni-Channel e-support 195

Optimove

NOVEMBER 28, 2024

For retailers, it’s a chance to tie game-day excitement to exclusive deals, boosting sales and fostering customer loyalty. This unique convergence offers a golden opportunity for retailers and sports betting operators to capitalize on consumer excitement—if they’re equipped with the right tools.

Sports 59

Sports Retail Multi-Channel Effort Score 59