User Experience

How Retailers Can Improve Digital Customer Experience
November 5, 2019 at 12:01 pm

It’s no secret that customer experience — whether in-store or online — is a critical part of business success. Shoppers have more options than ever to acquire the product or service of their choice, and increasingly simple ways to move from one brand to another if the experience they’re having is subpar. The statistics back…

Report: Retailers Need to Improve Their Digital Experiences to Stay Relevant
November 4, 2019 at 12:07 pm

The consumer marketplace is teeming with choice, especially as retailers continue to realize their transformation initiatives and extend their reach in the digital space. While this creates massive opportunities for digital winners, it also dictates that the quality of customer experience is more paramount than ever to establishing, nurturing and growing a successful business. What’s…

How Retailers Can Compete With Tech Companies That Sell Groceries
October 24, 2019 at 9:57 am

There's a rising trend for technology companies to invest in the grocery space, with Amazon.com's acquisition of Whole Foods in 2017 being the most dramatic indicator of this. The acquisition gave Amazon the brick-and-mortar presence it needed for minimizing returns, making delivery easier and maximizing marketing, and it gave Whole Foods a national network for…

Are Retail CIOs Ready to Meet Customer Experience KPIs? Accedian Research Says No
September 11, 2019 at 12:55 pm

Today’s retail landscape is undoubtedly competitive. As customers flock to direct-to-consumer (DTC) e-commerce brands (e.g., Warby Parker, Casper, Dollar Shave Club), many traditional brick-and-mortar retailers are struggling to stay afloat. This is evidenced by recent store closures from Dressbarn, Charlotte Russe, Payless ShoeSource, and Gymboree. With Coresight Research predicting that U.S. store closures could reach…

10 Steps to Creating a CX Practice in Your Organization
September 3, 2019 at 11:03 am

I would find it highly unlikely for anyone in marketing or retail to say they haven’t recently read an article related customer experience (CX). The term is popping up everywhere nowadays. We all know the customer’s overall experience with a brand has a significant influence over his/her loyalty, but how do we best go about…

10 Best Practices to Improve Customer Experience
August 21, 2019 at 12:12 pm

In a session yesterday at the eTail East conference in Boston, David Levin, vice president of customer experience and digital innovation at Bob’s Discount Furniture, identified 10 best practices that retailers can implement to improve their customers' experiences. "At Bob's Discount Furniture, CX is about transformation," Levin said. "How can we use technology to better understand…

Creating an Optimal Digital Experience With User Journey Analysis
August 14, 2019 at 11:40 am

Whether you’re a big-box retailer or a manufacturer/branded store, it’s essential to have an incredible digital user experience that differentiates your business from the competition. Why is differentiation important? It can attract more potential customers, increase customer value, and increase retention. To reach those goals, however, you first need to complete a user journey analysis…

Retail Customer Experience is More Than Just a Web Store Facelift
August 8, 2019 at 12:44 pm

Although B-to-B customers want to simplify their complex buyer journeys by making more purchases online, they’re still finding it difficult to fully embrace an e-commerce-led way of purchasing thanks to the customer experience challenges they’re facing with B-to-B web stores. According to Sana Commerce's most recent data, in the retail sector today, only 66 percent…