User Experience

5G Isn’t Here Yet: How to Leverage 4G to Create Optimal CX
July 3, 2019 at 11:12 am

Today’s headlines are bursting with promises of 5G — and now, even 6G is becoming part of the conversation. But the fact is, globally, 4G is still the name of the game and will be for quite some time, with 72 percent of networks expected to run on the fourth-generation cellular network technology through 2022.…

How Retailers Can Compete With Walmart’s Tech-Driven CX
July 3, 2019 at 10:33 am

Expectations of retailers’ customer experience (CX) are higher than ever. Consider, 75 percent of consumers say they would stop shopping with a brand following a bad experience. Walmart is long considered an innovator regarding in-store CX, and its latest activations include everything from Pickup Towers and autonomous floor cleaning robots to the launch of the DotCom…

Study: Where Consumers Reach a Digital Boiling Point With Brands
June 25, 2019 at 1:36 pm

Digital customer experience is a critical part of business success. Consumers have more options than ever to acquire the product or service of their choice, as well as increasingly simple ways to move from one brand to another. It’s up to brands to ensure consumers’ experiences on their digital platforms are flawless or they risk…

Overcoming the One-Day Delivery Blues
June 17, 2019 at 10:36 am

Amazon.com shocked the retail industry during its fourth-quarter earnings call when CFO Brian Olsavsky announced: “So, we’re currently working on evolving our Prime free two-day shipping program to be a free one-day shipping program.” Since Amazon’s announcement, hundreds of e-tailers and their distribution partners have been working hard to figure out how to match the…

Consumer Behaviors on Amazon: What Matters to Shoppers Throughout Their Buying Journeys
May 29, 2019 at 2:28 pm

The retail industry has undergone a significant transformation over the past decade, largely due to the disruptive force commonly referred to as the “Amazon Effect.” By the end of 2019, Amazon is projected to see its share of the total U.S. e-commerce market reach 52.4 percent, up from 48 percent in 2018, and is responsible…

The Myth of Cross-Device Shopping: How Brands Can Create a Realistic User Journey
May 23, 2019 at 10:23 am

As digitally speaking business professionals, we sometimes think consumers making purchases are just like us, living across devices. As marketers, we hope customers experience multiple touchpoints with our brand and come back repeatedly before making a purchase. When we consider a shopper’s journey, we imagine a consumer visiting a website on an iPhone while walking…

Why Retailers That Prioritize CX Over Customer Service Will Triumph
May 10, 2019 at 10:00 am

Omnichannel is dead. It’s no longer about the channel, it’s about the holistic customer experience. Customers are looking for personalized, seamless, meaningful interactions with retailers, and to engage with retailers when, where and how they want, regardless of channel or device. Retailers that get this are winning. The retail landscape will change more in the…

3 Ways to Increase Customer Loyalty With an Omnichannel CX Strategy
April 10, 2019 at 12:15 pm

Over the last few years, the retail industry has experienced an unprecedented transformation. Nordstrom is successfully opening inventory-free locations, Nordstrom Local, where customers can pick up online orders, make returns, have clothing altered, and view custom collections curated by Nordstrom stylists. Meanwhile, Amazon.com is opening stores and experimenting with the elimination of checkout lines. This…

New Study: Gap Between Consumers and Retailers Shows That Basics Matter
April 5, 2019 at 9:21 am

For the past decade, I’ve worked closely with retail organizations through a consistently changing landscape that has always been dictated by new generations of consumers. Over the years, I couldn’t help but notice that there seems to be a vast gap in perspectives between the retail executives I talk to and today’s consumer. A new…