Fang Cheng

Fang Cheng

Fang Cheng is the CEO and co-founder of Linc Global, a customer care automation platform that helps brands differentiate themselves with automated services and experiences across the channels shoppers prefer. Linc Global has served over 15 percent of U.S. shoppers, creating a competitive advantage, reducing customer service costs, and turning service interactions into new engagement and revenue. Linc Global’s clients include Carter’s, eBags, Stein Mart, Lamps Plus, JustFab.com, Tarte, Hugo Boss, Vineyard Vines, and P&G Shop.

With a passion and relentlessness for improving the customer experience, Fang brought together a seasoned team of technologists and product-minded people to empower brands with the ability to serve and engage shoppers and to drive profitable growth in the face of rising competition and customer expectations. With a Ph.D. in bioinformatics from NYU, Fang previously co-founded a business acquired by Amazon, and prior to that, she worked as a hedge fund manager.

2020 Retail Outlook: The Quality of AI Will Make or Break Brands

As pressure mounts to differentiate with superb customer service via interactive channels, more brands are turning to artificial intelligence (AI) to help deliver that service at scale. Technology researcher Gartner predicts that by 2021, seven out of 10 companies will rely on AI to boost productivity. Consulting firm McKinsey found that 47 percent of companies…

2020 Retail Outlook: Free and Fast Shipping Will Go Hand-in-Hand

For years, online shoppers prioritized free shipping over fast delivery by a wide margin. High shipping costs were a top cause of abandoned online shopping carts, and consumers would add items to their carts to qualify for free shipping thresholds. Today, “free” still trumps “fast,” as more than half of shoppers say free shipping is…

2020 Retail Outlook: Two-Way Conversations Will Flourish

The internet has not only increased the importance of customer service as a differentiator; it’s altogether changed the way shoppers and brands interact. In the past, sellers could rely on mass messaging to communicate offers and announce new products, with a toll-free number or mailing address for customer service inquiries. Now customers expect to have…

2020 Retail Outlook: Retailers Will Primarily Compete on Services. Here’s Why.

Over nearly three decades, online shopping has ushered in many changes to the retail landscape — one of which is that a growing number of product categories are now commoditized. Whereas previously, shoppers wishing to comparison shop had to travel physically to other stores or seek out new catalogs, now it’s easy to find multiple…

For Standout Holiday Customer Experience, Start a Conversation

To stand out during the high-stakes holiday season, merchants should start a conversation with shoppers — literally. Conversational commerce that combines human and machine intelligence is crucial to delivering the interactive customer experience shoppers crave. The conversational commerce revolution is underway. Fueled by the swift adoption of voice-activated “smart speakers,” which Microsoft predicts 75 percent of…

The Evolution of Post-Purchase Solutions to Create a More Holistic Customer Journey

With the importance of customer experience (CX) firmly entrenched in their psyche, most successful retailers now understand that if they want to retain customers long term, they need to think about what happens after shoppers hand over their credit card numbers. These retailers get that they need to think about customer journeys and not one-off…

How the New Silo-Less Organization is Creating a CX Evolution

The customer experience (CX) doesn’t start when the customer arrives. Internal processes, methods and data are the building blocks — and perhaps the limiters — on the quality of every customer experience. To deliver experiences that will win customers back time and time again, brands are digging deeper than polished scripts, perfected web pages and…

Retailers Can’t Afford to Ignore Chatbots

There’s no doubt about it , chatbots are changing the e-commerce landscape. They’re shaking up expectations around customer engagement with use cases spanning concierge-like customer care, the post-purchase experience, brand marketing and product discovery. While it may still be early days for this technology, the chatbot landscape is already valued at $4 billion and annual global revenue…