User Experience

4 Ways Big Retailers Can Be as Personal as DTC Brands
January 31, 2019 at 1:11 pm

After a lot of bad decisions, poor partnerships and failed opportunities, some of the biggest brands we grew up with are no longer standing. For my kids, the toy store is now Target or Rite Aid, not just Toys“R”Us. Yet FAO Schwarz, which was founded in 1862, is still a synonym for toy store for children…

Discover the New Problem Affecting E-Commerce Businesses … Even Amazon
January 11, 2019 at 11:10 am

As a retailer, there have probably been times when you notice an uptick in unexplained cart abandonments or a drop in online sales. While there are a number of factors that can lead to these issues, there's a relatively new problem that has flown under the radar for most retailers: malware-driven advertisements. These unauthorized ads…

How Not to Lose a Customer in 3 Seconds This Holiday Season
December 18, 2018 at 4:11 pm

If your store’s doors are locked, three seconds is all it takes for a shopper to rattle the handles, then turn around and go somewhere else. For many retailers, the holiday season is a time of both trepidation and anticipation. As both Macy’s and Lowe’s discovered last year with site outages due to overcapacity, it’s…

Digital Innovation Helping CVS Transform the Customer Experience
November 19, 2018 at 11:32 am

In episode 172 of Total Retail Talks, recorded at this year's Shop.org conference in Las Vegas, Kevin Hourican, president of CVS Pharmacy, discusses how the drug store chain is investing in technology solutions that improve its customers’ experiences across all channels. Hourican offers insights into the ways that CVS is integrating its online and offline…

Voxpro CX Index: At the Corner of Technology and Human Experience
November 14, 2018 at 5:09 pm

According to the Voxpro CX Index: At the Corner of Technology and Human Experience, though, consumers still want human-to-human interaction. This means businesses need to deploy a balanced approach for CX. Voxpro, powered by TELUS International, surveyed 1,000 U.S. consumers to determine how they feel about interacting with AI and automation, such as chatbots, and how well they trust businesses with their personal data.

7 Ways for Retailers to Flawlessly Implement Virtual Reality
October 26, 2018 at 10:35 am

After a lot of bad decisions, poor partnerships and failed opportunities, some of the biggest brands we grew up with are no longer standing. For my kids, the toy store is now Target or Rite Aid, not just Toys“R”Us. Yet FAO Schwarz, which was founded in 1862, is still a synonym for toy store for children […]