User Experience

3 Areas of the Online Shopping Experience That Vary Around the World
March 26, 2020 at 1:34 pm

Analyzing on-site consumer behaviors is always a strong jumping off point for e-commerce brands looking to better understand shopper behaviors and preferences. And there are plenty of tools available that can help these online brands get at a lot of important information on how their customers navigate through their websites. The resulting data can provide…

eTail West 2020: The ‘Experiential’ E-Commerce Event
March 9, 2020 at 3:02 pm

At last month's eTail West, enjoying the warm weather and dining on In-and-Out burgers wasn’t the only experience folks were talking about. With the e-commerce industry constantly pumping out emerging technologies that leverage shopper behavioral data, from automation, artificial intelligence (AI), and machine learning, personalizing the customer experience has become more attainable than ever before.…

How Online Tracking and Bloated Ad Tech Impact the Customer Experience
March 2, 2020 at 12:04 pm

The retail landscape is more crowded than ever. Nearly every day, a new brand pops up seeking consumer attention and buy-in across the globe, and this intense competition has fostered some questionable practices in the world of digital advertising. Hungry for impressions, retailers and online brands have invested billions into powerful advertising technology with the…

Using Artificial Empathy to Increase Revenue
February 20, 2020 at 3:35 pm

Artificial intelligence (AI) is high on the list of priorities for retailers. One of the challenges of AI, however, is the inherent human need for, and capacity to demonstrate, empathy. While AI is evolving to become more human-like, left to its own devices, siloed intelligence can feel robotic. That’s why retail leaders are actively working…

Gamification: The Key to Creating Brand Engagement
February 6, 2020 at 11:12 am

If you've ever collected points or miles with a loyalty program, ran from imaginary zombies within an app, or completed your LinkedIn profile just to reach that all-star 100 percent, you've experienced gamification. Gamification today is a major tool in making the user experience more valuable and engaging. While you may not notice it, gamification…

What Retail Executives Will Focus on in 2020
January 28, 2020 at 11:47 am

As we move further into 2020, retail executives continue to respond to the ever-growing expectation for differentiated customer experiences and margin growth. North Highland’s annual Beacon survey of industry executives indicates that two themes will be top of mind for 2020: Customer Experience (CX): 93 percent of retail leader cite this as a 2020 strategic…

2020 Vision: What’s Coming in the Realm of CX
January 7, 2020 at 12:09 pm

You’ve heard it again and again: the customer is in control of the shopping journey, and only those retailers that provide memorable and meaningful experiences will win long-term loyalty. While this is a widely accepted truth, the reality is that only a handful of brands are fulfilling this promise. We all know the biggest names…

Retail's Good, Bad and Ugly in 2019
December 18, 2019 at 10:02 am

The retail industry today is experiencing some turbulence, to say the absolute least. Technology is advancing faster than we can say “Hey Alexa,” and consumers now have the ability to control many aspects of their lives at the touch of a button. No market is safe from this reinvention revolution. Consider that by 2040, nearly…