With the holiday season behind us, retailers have refocused their efforts on addressing the flood of service requests that typically follow. You can count on a surge of returns and exchanges to process, as well as items that arrived damaged or defective. Purchasers and gift recipients will have questions about policies, receipt requirements, and return…
Meagan White
In 2023, the e-commerce industry was largely focused on strengthening brand equity, enhancing the customer experience, and keeping up with the evolution fueled by new platforms and artificial intelligence-based technologies. Notably, the adoption of composable commerce, which refers to building a modular, component-based, cloud-native tech stack, empowered companies to build the agility required to remain…
Delivering a seamless customer experience across multiple channels requires an e-commerce solution with omnichannel capabilities to ensure a consistent brand experience across all channels. Whether customers are interacting with your business through a website, mobile app, social media or physical store, this consistency builds trust, strengthens brand loyalty, and reinforces the brand image. In addition…
With increasing emphasis on omnichannel strategy when engaging customers, real-time communication becomes essential as more and more consumers prefer brands to communicate with them via SMS. Consider the following data: 8 percent of Americans opt for SMS as their preferred communication channel to receive transactional updates; and 3 percent of American consumers wish to receive…
The digital landscape is evolving at lightning speed. Retailers are overwhelmed due to the multifaceted nature of their work that requires them to manage multiple digital channels, work with different tools, analyze data, and make faster decisions. The increasing number of Martech solutions makes it even more complex — 9,932 in 2022 compared with 7,040…
