User Experience

The Multibillion-Dollar Industry Costing Brands Revenue and Hijacking Consumers
March 15, 2021 at 9:34 pm

It comes as no surprise that in these challenging times, brands are pulling out all the stops to engage consumers and increase conversions, ranking customer experience as their top priority for driving business growth. In their effort to ensure that online shoppers complete their purchase process — and keep coming back — companies have invested…

Why Promotion Support Automation is the Next Leap Forward for Your CX
March 9, 2021 at 1:21 pm

2020 was a decisive and divisive year for retailers. Those that had already embraced or were quick to embrace e-commerce were able to capitalize on the accelerated shift toward digital spurred by the pandemic and leverage its infrastructure competitors. Those that were slower off the mark are either still playing catch-up or have shuttered entirely.…

Next-Gen Experience Management: Stop Reacting, Start Anticipating
February 23, 2021 at 2:51 pm

In a rapidly changing retail environment, there's one seemingly obvious constant. A positive experience, whether with a brand, product, service or an employee, forms the foundation of meaningful customer engagement and drives sales. The imperative, therefore, is for companies in all industries to figure out how to create experiences that reflect exactly what their customers…

The Key Trends Reshaping CX in a Post-COVID Era
February 14, 2021 at 11:44 am

From small local boutiques to iconic department stores, no corner of the retail sector has been untouched by the COVID-19 pandemic, and the separation between winners and losers has never been so stark. For every mall chain declaring bankruptcy, there’s a competitor that’s quickly responded to the new normal and is reaping the revenue benefits.…

5 CX Lessons Learned in 2020 to Be Applied in 2021
February 11, 2021 at 1:00 pm

The end of 2020 brought an atypical shopping experience for many consumers facing lockdown restrictions. Whether brands were prepared, unprepared or fell somewhere in between in order to meet the rapid shift in consumer behavior due to the pandemic, they all had lessons to learn and room for improvement when it came to meeting and…

Where Are Retailers Focusing Their Resources During the Pandemic?
February 9, 2021 at 7:07 pm

The world of e-commerce is constantly changing, and we wanted to benchmark what areas retailers felt delivered the best customer experience (CX) and return on investment. We worked with Gatepoint Research to survey over 100 of the United States' biggest retailers and digitally native e-commerce brands to understand what was working and what wasn’t in…

5 Commerce Trends That Will Define Customer Experience in 2021
January 26, 2021 at 8:40 pm

2020 was a year like no other. The pandemic upended traditional in-store shopping habits and redirected consumers online like never before. This surge brought unprecedented growth to the e-commerce forecast, with U.S. consumers predicted to increase their spend by 18 percent. While this shows staggering growth in a space with steady momentum already, it also demonstrates…

9 Ways to Boost Customer Experience and Online Engagement
January 25, 2021 at 1:37 pm

The pandemic has accelerated the shift toward digital channels — and heightened the stakes. While in-store retail sales are projected to stay stagnant, e-commerce experienced a 129 percent year-over-year growth in U.S. and Canadian orders as of April 21, 2020. As a result, online customer experiences have become the battleground for businesses seeking to secure…

How to Capitalize on Key 2021 Customer Experience Trends
January 21, 2021 at 5:31 pm

In this episode of Retail Right Now, Total Retail's Joe Keenan and Kristina Stidham discuss an article recently published by Total Retail titled, “5 CX Trends to Help You Win Customers’ Hearts and Wallets in 2021,” authored by Jean Shin, director of strategy and content at tyntec. The article discusses how in 2020, we learned…