Customer Service

Ongoing effects from inflation and economic uncertainty have dampened industry experts’ outlook for 2023 as shoppers remain “cost-conscious.” In an environment where consumers are more cautious about how and where they spend their money, retailers are looking for strategies and innovations to help weather the storm and create a foundation for sustainable growth into the…

Imagine a long day of getting the kids ready for school, going to work, heading to soccer practice, and then coming home to make dinner only to remember that the clothes you ordered that didn’t fit are still sitting in your bedroom waiting to be returned. When you go online to initiate the return process,…

Following months of decline, U.S. retail sales jumped 3 percent in January 2023. Despite this growth, things won’t come easy for retail brands that have struggled over the past few years. Rising prices tied to inflation and the seemingly endless promise of recession threaten to impede sustainable and predictable growth. This means retailers need to…

The e-commerce trend shows no signs of diminishing as more consumers make this channel their preferred shopping destination. While economic uncertainties continue to affect business sentiment, e-commerce remains a bright spot. The global e-commerce growth rate for 2023 is forecast at 10.4 percent, bringing e-commerce sales worldwide to $6.3 trillion, an increase over the previous year. Additionally, recent…

For the e-commerce world, Q1 is a time when a lot of things bought as new go back on the shelves. Just as the last half of every year is full of frenzied retailers preparing for and navigating the holiday shopping season, the beginning of a new year almost always marks a decrease in sales…

Over the past year, retailers experienced a fair amount of turmoil, from inflation and supply chain issues to a labor shortage and more. In 2023, the pendulum may once again swing, throwing up even more roadblocks as a potential recession may pressure retailers to reassess their labor allocations and cut already-thin workforces to reduce costs.…

In 2022, 69 percent of Americans shopped online, and 25 percent of Americans shop online at least once per month. It's estimated that digital spending grew by about 6.1 percent in 2022 compared to the year prior. The most recent data shows consumer spending rising this past holiday season as well, a positive sign for the…

Today, many consumers are struggling financially on some level. This is forcing retailers to keep "share of wallet" top of mind. However, staffing shortages in stores, back offices, and contact centers are giving retailers a run for the money, thwarting efforts to provide exceptional customer experiences. Verint conducted an online survey of 2,000 U.S. consumers…

Variability and change across the retail industry, including smaller margins and rampant inflation, are leading retailers to continually look for ways to elevate customer experience. Consumers, like brands, are experiencing higher costs of living and tightening their budgets in response. As a result, it’s becoming increasingly important for brands to differentiate themselves from the competition…

The combination of ongoing global inflation, economic uncertainty, and supply chain woes create a potentially mixed bag for the retail industry in 2023. How will this environment affect consumer behavior and spending? A recent Deloitte survey revealed that shoppers plan to spend most of their budgets in online channels. This finding echoes McKinsey’s holiday prospectus,…