User Experience

As a quintessential component of e-commerce, retailers must prioritize a convenient and enjoyable digital experience for their customers. Just as an attractive window display and a clean, stocked store is important for brick-and-mortar retailers, it's equally important to provide a streamlined, enjoyable and secure experience online. This first impression for online retailers begins at login.…

The surge in e-commerce over the last couple of years contributed to a noticeable shift in consumer behavior — there’s no denying that. Instead of being drawn to in-store ambiance with décor and lighting or influenced by physical experiences with products, shoppers now make purchase decisions after engaging with imagery, video and other visual elements…

The future of retail is more human and more digital. Customer experiences continue to be a brand’s most valuable currency in 2022, with a values-driven CX approach shaping the trends for the industry as we head in this new year. The relationship between brands and their customers has radically changed, creating an amazing opportunity for…

If we’ve learned one thing over the last two years, it’s that predicting the future is nearly impossible. After all, few of us could have anticipated a need to stock up on face masks and basics such as toilet paper before March 2020. While the specifics are difficult to foretell, there are trends that we…

In late October, I had the opportunity to moderate a panel at the Retail Gift Card Association Forum (RGCA), the premier annual event in the gift card industry, where senior executives from Panera, Disney, Inspire Brands, and Best Buy joined me in discussing the fast-changing gift card landscape. It was a spirited conversation about trends,…

We’ve gotten used to people saying that every holiday season is going to be a season like no other. This year, it’s not hype. This season will be like nothing any of us has seen. The ripple effects from COVID lockdowns and the ongoing uncertainty that the pandemic continues to foster have retailers working smarter…

With the supply chain crisis causing headaches for retailers, brands must not pass their inventory problems onto holiday shoppers. Due to various factors, including the pandemic, countries changing trading status creating port backlogs, and unplanned fluctuations in demand, brands can be affected by supply chain snags and stock-outs. If a retailer doesn’t have a current…

Last year’s unprecedented holiday shopping season brought e-commerce’s rapid expansion to the forefront. The pandemic forced brands and consumers to adapt to online shopping and virtual experiences, completely altering the way that consumers discover, shop and make purchase decisions. A recent MarTech study found that 81 percent of Americans did more than half of their…

It takes months for retailers to get the right technology, processes and infrastructure in place to support the heavy workloads the holiday shopping season entails. With the busy holiday shopping season upon us, there’s an opportunity for last-minute optimizations, adjustments and considerations to help you best prepare your e-commerce site. Focus on the Basics It’s…

With holiday shopping beginning earlier each year, now is the time for brands to identify and understand their customers’ behavior online to stay competitive during the busiest time for retailers. A new study indicated that six out of 10 consumers will mainly shop online this holiday season, and more than half plan to start before…