InMoment XI

AUGUST 15, 2022

Retail brands’ primary objective used to be providing a great product , but as competition heats up and consumer expectations grow more complex, retailers need to find new, bolder ways to stand out from the crowd. And that’s why the retail customer experience is more important than ever before.

Retail 397

Retail Customer Experience E Commerce Airlines 397

InMoment XI

NOVEMBER 23, 2021

Here are three elements for luxury retail brands’ to consider when closing the gap and delivering that premium level customer journey ! Element #2: Don’t Choose Online Retail Over Physical, You Need Both. Element #1: Let Customers Speak—and Listen When They Do. Digital experiences aren’t meant to entirely replace physical ones.

Retail 397

Retail Customer Journey Touchpoint Brands 397

Retently

OCTOBER 23, 2024

Survey Questions to Ask When we refer to product experience, an ecommerce & retail business should focus on: Product Experience (product quality, design, and performance): Did you need any help or additional information to start using the product? Taking the importance of collecting customer feedback out of the way, where do we start?

Retail 113

Retail NPS Touchpoint Feedback 113

eglobalis

OCTOBER 14, 2024

For example, customer expectations in retail differ vastly from those in the healthcare or tech industries. For example, the customer expectations for a B2B tech company will differ significantly from those for a consumer-facing retail brand. The same applies to B2B and B2C.

Customer Experience 479

Customer Experience Customer Journey Mapping Innovation Net Promoter Score 479

CSM Magazine

DECEMBER 19, 2024

Retail theft soared in the first half of 2024, with a rate 24% higher in major U.S. In response, some retailers have adopted facial recognition technology to curtail theft and associated losses. Retailers put together their own surveillance databases based on criminals they’ve already caught. and further afield.

Retail 98

Retail 2024 2023 Technology 98

InMoment XI

MAY 2, 2024

It can be argued that reputation management for retail companies is more important than it is in any other industry. In retail, the power of the review is stronger than ever. The leaders in retail reputation management are always looking for ways to improve. While that may seem complicated, it might be easier than you think.

Retail 195

Retail Customer Retention Management 2024 195

InMoment XI

JANUARY 20, 2024

Retail is one industry that’s experiencing major disruption. Retailers have no shortage of data, but they often struggle to make sense of disparate sets – much less identify ways to leverage that data to optimize the customer experience. Retailers can anticipate a customer’s future needs – and then work to proactively meet them.

Retail 195

Retail Customer Experience Social Media Magazine 195

Interactions

NOVEMBER 11, 2024

We discussed the complexities of CX in the retail industry and explored how brands can keep pace with ever-changing consumer expectations in a tech-driven market. The Modern CX Landscape For retail, the stakes are incredibly high. But it’s not just about automation.

Retail 62

Retail Competitive Advantage Contact Center Innovation 62

InMoment XI

MAY 3, 2024

In this blog, we dive into the details of how Foot Locker is revolutionising retail through its CX initiatives. Foot Locker’s CX Journey Continues As Foot Locker continues its journey towards retail excellence, one thing is clear: they are committed to delivering exceptional retail customer experiences.

Retail 195

Retail Return on Investment ROI Customer Centricity 195

Retently

NOVEMBER 13, 2024

This is why Customer Experience has become the heart of online retail success. Retailers using VFR technology report significant benefits, including an increase in average order value, higher conversion rates, and reduced return rates. This growth is also fueled by retailers who recognize the power of VFRs to attract and retain buyers.

Retail 149

Retail Social Media Technology Brands 149

eglobalis

MARCH 24, 2025

For instance, a major online retailers chatbot slowed dramatically during holiday shopping peaks, undermining customer satisfaction. Scalability and Performance Limits Scaling AI effectively, particularly during peak times, presents ongoing technical challenges.

Contact Center 364

Contact Center Virtual Agent Banking Telecommunications 364

InMoment XI

DECEMBER 18, 2024

For example, a retail contact center could use forecasting to prepare for a high volume of inquiries and complaints during the festive shopping season. An excellent example of leveraging automation comes from leading footwear and sportswear retailer Foot Locker.

Contact Center 195

Contact Center Customer Satisfaction ROI Call Center 195

Interactions

APRIL 2, 2025

For retailers, there are certain table-stakes expectations when it comes to Intelligent Virtual Assistants (IVAs). An acceptable retail IVA should be able to look up orders, check shipping status, and provide information about store locations. What sets Interactions apart is our hands-on help with integrations.

Retail 62

Retail Average Handle Time Contact Center Innovation 62

Interactions

OCTOBER 23, 2024

How do you ensure you’re directing your IT investments into the right initiatives, avoiding low-value or infeasible projects that don’t move the needle on your retail company’s strategic goals? More than one-third (36%) of retailers surveyed by NVIDIA are currently investing in Conversational AI and NLP for digital channels.

Contact Center 62

Contact Center Retail 2024 Competitive Advantage 62

Blueshift

NOVEMBER 4, 2024

AI has transformed how e-commerce brands approach retail marketing by making personalization, customer segmentation, and real-time engagement easier than ever before. As online shoppers increasingly expect tailored experiences, the role of AI in marketing becomes critical to delivering unique interactions at scale.

E Commerce 88

E Commerce Retail Marketing Blog 88

InMoment XI

JULY 14, 2022

A global grocery retailer was facing the uncertainties of COVID-19 and through their struggle, they found a perspective that helped them focus on forwarding progression throughout the pandemic. The Context. COVID brought a heightened sensitivity and sense of uncertainty to most of the global grocer’s guests and staff.

Feedback 397

Feedback Retail Metrics Customer Retention 397

eglobalis

JANUARY 13, 2025

A European retail chain leveraged this integration to respond to social media complaints within minutes, resulting in a 20% increase in customer retention. AI tools like Salesforces Service Cloud enable agents to manage inquiries from email, social media, and live chat within a unified interface, reducing fragmentation.

Marketing 433

Marketing E-support E Commerce Social Media 433

Optimove

MARCH 6, 2025

See the difference control groups make in this guide Download Now Why it Matters: This post is important for retail marketers as it highlights how loyalty programs extend beyond simple discounts to foster deeper engagement and long-term brand affinity. See more about retail customer loyalty below.

Retail 59

Retail Loyalty Loyalty Programs Omnichannel 59

Optimove

DECEMBER 19, 2024

Take your customer segmentation to the next level with our advanced guide Download Now Why it Matters: Retail marketers can learn that leveraging personalized, data-driven marketing maximizes engagement, new customer acquisition, and significantly boosts sales during these critical periods.

Retail 59

Retail 2024 Download Lifetime Customer 59

Experience Investigators by 360Connext

OCTOBER 22, 2024

What if aligning your vision with your retail partners could transform your B2B customer experience strategy? In this episode of Experience Action Podcast, we explore how B2B suppliers can effectively engage retail partner staff to ensure a seamless customer experience that resonates with everyone involved.

B2B 143

B2B Exceptional Customer Service Retail Sales 143

InMoment XI

OCTOBER 24, 2024

Here are some examples of omnichannel customer engagement platforms being used to engage with customers proactively: Retail: Retailers use customer engagement platforms to send personalized promotions, manage customer messages, and improve post-purchase support.

Customer Engagement 195

Customer Engagement Engagement E Commerce Omnichannel 195

eglobalis

MARCH 4, 2025

Virtual assistants and chatbots now handle millions of banking inquiries, healthcare questions, and retail service requests, promising faster responses and 24/7 availability. Industry-Specific Virtual Assistants (Banking, Healthcare, Retail) AI agents are becoming increasingly specialized to meet industry-specific needs.

Contact Center 202

Contact Center Virtual Agent Healthcare E-support 202

InMoment XI

OCTOBER 31, 2024

Here are two examples from the retail and hospitality sectors that demonstrate the impact of tracking these KPIs. Retail Call Center Jane, a customer at a fashion retailer, has a complaint regarding her latest purchase. The boots she ordered online are the wrong size, so she’s hoping to get a replacement.

Call Center 195

Call Center Metrics Contact Center Customer Service 195

CSM Magazine

MARCH 14, 2025

A simple trip to Walmart in Waxhaw, North Carolina, turned into a frustrating experience for a customer named Jack, whose complaint about long checkout lines has sparked a larger conversation about efficiency, customer experience, and the role of self-checkouts in retail. For retailers, this is no small matter. What Went Wrong?

Retail 52

Retail Social Media Customer Satisfaction Feedback 52

Optimove

MARCH 17, 2025

Discover the latest email strategies to grab the attention of your customers Download Now Why It Matters: Retailers have a lot to learn from iGaming marketers, who excel at real-time, data-driven engagement. If adopted correctly, iGaming’s mastery of real-time marketing could revolutionize retail customer journeys and experiences.

Retail 52

Retail Marketing Multi-Channel Return on Investment 52

InMoment XI

FEBRUARY 12, 2025

For retail businesses with brick-and-mortar stores, customer reviews are one of the most effective ways to increase traffic and drive offline sales. How to Utilize Reviews to Drive In-Store Foot Traffic Now that you know the value of reviews in retail, how do you use them to drive traffic to your physical store?

Feedback 221

Feedback Retail Social Media Advertising 221

InMoment XI

OCTOBER 23, 2024

Discover how to improve services in branch, commercial, digital, retail, and credit unions. Customer experience in retail banking Retail banking focuses on the individual customer’s needs. Metro Bank: The UK-based retail and commercial bank has successfully transformed its customer insight program.

Banking 195

Banking Customer Experience Financial Touchpoint 195

CSM Magazine

FEBRUARY 6, 2025

Poundland has partnered with Motorola Solutions to enhance security at its retail stores in the UK, aiming to reduce violence and theft. The retail chain has deployed VT100 body cameras to frontline employees at Poundland locations, resulting in an 11% decrease in aggressive encounters and a reduction in shoplifting incidents.

Retail 52

Retail Government Document Events 52

eglobalis

APRIL 23, 2025

A retailer using Adobe Marketing Cloud gets a different roadmap, KPI set, and training path than a media firm. Techniques That Enable Personalization at Scale Modular Architecture : Products and services are built with flexible, configurable components (e.g., But both rely on the same core platform.

B2B 336

B2B Measurement Customer Journey ROI 336

InMoment XI

FEBRUARY 3, 2025

A retailer might pick up on this via CI and run a hyper-local ad campaign with digital marketing messages highlighting products that people might want for that event. Is a retail store campaign performing especially well in location A, but especially poorly in location C?

Social Media 195

Social Media Events Call Center Multi-Channel 195