Uberall Study: Consumers Favor Local Business Over Online-Only
By Alex Gaw November 29, 2021
A new study shows that while most buying journeys for consumers today start online, they prefer to do business with brands and retailers that have a local presence and real-world locations over online-only shops. The study, titled The Local CX...
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Salesforce Report: Rising Shopper Expectations Put Pressure on Brands and Retailers to Redefine Customer Engagement Strategies
- By Alex Gaw November 22, 2021
A new report from leading customer relationship manager (CRM) platform provider Salesforce sheds light on how COVID-19 permanently upended shopping for consumers and brands alike, raising shopper expectations in significant ways, while dramatically...
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Using Appointment-Based Shopping to Improve CX
By Keith Kirkpatrick November 18, 2021
The COVID-19 pandemic ushered in many changes, particularly in retail, where the implementation of customer and employee safety protocols, such as sanitizing stations, mask wearing, and social distancing, became commonplace. But even as...
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E-Commerce Lender Qupital Secures New $150 Million Funding to Push Expansion Plans
- By Alex Gaw November 11, 2021
Qupital, the Hong Kong-based provider of capital and financing services to cross-border e-commerce sellers, has raised $150 million to expand business internationally and continue providing lower-cost loans to credit-worthy e-commerce sellers,...
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Retailers Deploy AI to Improve CX and Drive Revenue
- By Alex Gaw November 8, 2021
A new report reveals that retailers are applying artificial intelligence (AI) to new areas in their business beyond simply boosting technical performance, and are doing so with an eye toward improving CX and driving topline revenue. The fresh...
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Improving CX in the Grocery Industry
- By Keith Kirkpatrick November 8, 2021
Supermarkets and grocery stores continue to serve an important function in the lives of most consumers. While there has certainly been a shift to online grocery purchasing and food purchases through mass merchandisers, drug stores, and major...
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More Than 100,000 Brands Have Joined Amazon’s US Store This Year
- By Alex Gaw October 29, 2021
More than 100,000 brands have started selling in the US stores of Amazon so far this year, and sales from brands were up by 60% at the end of June compared to the same time last year, Amazon announced during its Accelerate 21 virtual conference in...
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Online Shoppers Have Big Expectations This Holiday Season
- By Alex Gaw October 21, 2021
A new survey reveals that consumers possess heightened expectations for shopping online this holiday season. The most successful retailers during this period will be those that differentiate their offerings through personalization to win over...
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Consumers Likely to Shop with Brands that Understand Them This Holiday Season
- By Alex Gaw September 22, 2021
New research about shopping for the upcoming holiday season reveals that consumers are more likely to stick with brands that personalize their offers and show an understanding of their needs. Consumers are also adjusting their behavior by starting...
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COVID-19 Forces Telecom Operators to Adapt Their Customer Service Operations
By Sue Marek September 20, 2021
The COVID-19 pandemic accelerated the speed at which telecom operators shifted toward online customer service tools and e-commerce retail sales. And even with telecom retail stores fully open across the country today, it is expected that consumers...
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Skeepers Group Launches CX Management, A Plug-in to Rationalize Customer Feedback
- By Alex Gaw September 10, 2021
The Skeepers Group, the French-based provider of software as a service (SaaS) solutions, has unveiled a new plug-in that collects data to help streamline the customer feedback process for brands, enabling brands to strengthen their...
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Report: AI Is Key for Retailers to Personalize CX at Scale, but Adoption Is Still Negligible
- By Alex Gaw September 8, 2021
A new report from global CX solutions provider Talkdesk identifies artificial intelligence (AI) as a key area of opportunity for retailers to elevate CX, but adoption of AI in contact centers remains low and is cause for concern. In its latest...
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