4 Tips for Surviving in a Retail Contact Center


With businesses reopening after COVID-19 closures, US economist Mark Zandi asserts that retailers benefited significantly from the reopening economy. Moreover, retail spending is expected to increase by 19% this year. These predictions represent significant opportunity for retailers.

Retailers Create More Personalized Shopping Experiences with Omnichannel Approach


Customer Experience RetailCustomers of all ages have become adept at buying online — especially over the past few years— finding it easier, quicker, and safer. However, this doesn’t negate the need for the brick and mortar.


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The New Retail Customer Experience: How Humans + Machines Optimize the Conversation and Outcomes


Today’s retail customers have higher expectations than ever—particularly when it comes to digital customer experience. Research shows that understanding conversations is critical for retailers undergoing digital transformation.

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Why digital line management is key to improving retail’s customer experience 


Progressive stores had already been using ecommerce to pump up sales, but when COVID hit, the retail world was shaken to its core. Customer Experience Retail

Guest Post: Understanding Digital Customer Experience in Retail Industry

Shep Hyken

He shares how retailers can understand the digital customer experience in the retail world. Now, the question that arises in this digital dominant world is how retailers can understand the digital customer experience requirements. . Colossal Shift in the Retail Industry.

7 Huge Threats Retailers Need to Know for Holiday 2020


With the holiday season around the corner, retailers are feeling the pressure as they navigate one of the most demanding periods in a post-COVID world. . It’s no question that having a strong digital presence will be critical for retailers in the coming months!

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How Retail CX Leaders Solve Problems During the Busy Holidays


According to Deloitte , retailers can expect sales to increase by 7-9% — a very merry holiday, indeed.?However, Customers may still flock to big online retailers and avoid brick-and-mortar establishments. Logistics mismatch: Some retailers?noted

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Top 6 Best Practices for Customer Service in Retail


Every time a customer interacts with one of your sales associates or call center agents, the outcome will impact how shoppers perceive your retail brand. shoppopdisplays #CustomerService #Retail Click To Tweet. 80% of retail profits are generated by the most loyal 20% of customers.

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NielsenIQ launches retail media solution to monetize assets and measure ROI for retailers

Customer Think

NielsenIQ Activate allows retailers to leverage their own data to accelerate new revenue streams.

Technology-Enabled Personalization in Retail

Customer Think

Augmenting Retail space with intelligent technologies that can create an interactive and context-specific personalization experience.

5 Retailer Survival Tips For Holiday Shopping Season 2020


To stay ahead of the curve, retailers will need to stay alert to changing trends in their customers’ behaviour — but most importantly, they must prepare to support them when they run into challenges. Here are some of our best tips for retailers when navigating holiday shopping season 2020: 1. Whether you’re new to the digital marketing game or not, it’s time to take another look at your online retail strategy.

The Future of Omnichannel Retailing: Experts Weigh In


When we’re thinking about the future of omnichannel retailing, the multi-billion dollar question is: what exactly are customers looking for? Check out the full recording to hear more insights on the future of omnichannel retail. What is the future of omnichannel retailing?

Retail Is Broken

Beyond Philosophy

Retail is Broken: This is the Solution. Some might say that retail is dead, another victim of COVID-19. The pandemic has hastened changes to physical and digital retail experiences and customer behavior. Psychological theory underlays much of our behavior in retail experiences.

How to make the most out of disruption in retail

Customer Think

It’s an exciting time for retailers. According to Deloitte’s 2022 retail industry outlook, 96% of customers expect a seamless experience across […].

Fonolo Investigates: How Retailers are Using Customer Data to Gain a Competitive Advantage


As retail contact center leaders gear up for the busiest time of the year, big data may be the last thing on their minds. For example, retailers can provide personalized offers, reduce customer churn, and handle issues proactively. However, the reality is that big data is working in the retail industry, and gleaning insights from how other brands have already put it into practice can start you on your own big data journey.

Is the Future of Retail, Physical or Virtual?


Denyse Drummond-Dunn · Is the future of retail in the stars? Will the future of retail be without physical outlets? Like many CPG companies, they were considering online retailing. So are retail outlets really essential for every category? The future of retail.

Q&A with Miva on the challenges ahead for retailers

Adrian Swinscoe

The pandemic’s onset forced brands, particularly retailers, to rapidly adopt new digital and e-commerce solutions to help them both survive and adapt to changing consumer behavior. […]. The post Q&A with Miva on the challenges ahead for retailers first appeared on Adrian Swinscoe

Launch a Stellar Retail Customer Service Strategy in 6 Steps


Over the last few years, the retail industry has undergone many drastic changes, and therefore, so has the world of the retail contact center. Physical retail locations have experienced mass closures while eCommerce and omni-channel shopping have exploded.

4 Rules – Retail Media Networks And Privacy

Customer Think

Retailers are finally sharing their customer data with other companies in ways that should deliver higher return on investment with each insight. But when opening their doors to buyers, are retailers creating the right experiences by inviting their customers in, as well?

The Advantages of Omni-Channel Retailing


The emergence of liberalisation, privatisation & globalisation coupled with thriving population, climbing GDP growth, rising disposable income & increasing consumer expenditure across different economies of the world have fueled the growth in global retail industry & created numerous opportunities for all kinds of players in retail segment.

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Retail Intent Data: What Customer Conversations Mean for Retailers


Knowing that there’s been an increase in customer conversations with your company doesn’t provide insight into a customer’s mindset - it’s only half the battle. You need to know what they’re actually saying (customer intent data) in order to deliver great customer experiences.

Retail Intent Data: What Customer Conversations Mean for Retailers


Knowing that there’s been an increase in customer conversations with your company doesn’t provide insight into a customer’s mindset - it’s only half the battle. You need to know what they’re actually saying (customer intent data) in order to deliver great customer experiences.

3 Ways Retailers Can Expand Multilingual Capabilities Beyond Customer Service

Customer Think

This was particularly important for industries like retail and travel that were struck by closures and uncertain reopening timelines. Many organizations relied on AI to scale up operational capabilities during the pandemic.

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7 Technological Advancements in the Retail Industry to Make You Say Wow


Shopping has always been seriously big business – with total global retail sales reaching $26.29 Yet, the actual retail experience has changed radically from just a generation ago. Technology is taking retail phygital. US retailer Macy’s uses these beacons.

What retailers are missing in the digital transformation


Coming out of a pandemic that rocked the retail world, this year’s NRF Converge event focused on dealing with change. The world’s largest retail trade association brought together industry experts who shared their stories and advice for meeting consumers where they are in the new normal.

What’s On Trend for Retail in 2022? 5 Predictions

Customer Think

If the past two years have taught the retail industry anything, it’s to meet the unexpected, eye-to-eye, with more of the unexpected. Unexpected as in surprising channels, unpredictable brand partnerships and even a dose of the expected.

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5 Retail Tech Ideas That Should Thrive In 2022, And 2 On Hold

Customer Think

This is what retail innovation will look like in 2022. Funding for retail technology reached a record $29 billion in the first quarter of 2021, as retailers and tech companies sought to […].

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What makes a great retail delivery experience?

MyCustomer Experience

Meanwhile, according to the British Retail Consortium, more. WThe rapid growth of ecommerce is continuing and 2022 is looking no different. 7th Mar 2022. By Alex Buckley General Manager EMEA & APAC

How social advocacy is shaping retail consumer trends


This is the first in a series of insights from the National Retail Federation’s Big Show 2021. Read our round-up of retail CX trends for 2021. On the flip side, only 21 percent of overall respondents think retailers shouldn’t raise their voice on social issues.

Standing Out in Times of Uncertainty: A Guide for Modern Retailers

Customer Think

As retailers continue to navigate COVID-19 regulations, battle supply chain demands, and attempt to remain agile in a rapidly evolving, digital-first, retail environment, finding new ways to engage consumers and drive loyalty is crucial.

50 Retail Survey Questions for Customer Feedback you need

Zonka Feedback

Retail business is all about the transactions involving sellers selling their goods directly to the customers which are usually the end users of the products.

Best Retail Feedback App for 2021

Zonka Feedback

Researches suggest that 51% of consumers will stop shopping at a retailer after 1-2 poor in-store shopping trips.

Why Six Big Retailers Are Entering The ‘Service’ Sector

Customer Think

This may be the thinking of many retailers now packaging up and selling their own in-house innovations, from last-mile fulfillment processes to touchless checkout technology. When the customer is your toughest competitor, it’s crucial you get everything right.

Tech Is Enabling These 5 Shopper Trends. Is Retail Ready?

Customer Think

Retailers thought digital shopping would forever alter consumer behavior, but actually, it’s the implicit capabilities behind e-commerce that are […].

What retailers can do to delight with deliveries

MyCustomer Experience

WBetween increasing delivery volumes and overlapping supply chain crises, and ever-increasing customer expectations, there is more pressure. 18th May 2022. By Alex Buckley General Manager EMEA & APAC

5 Things You Most Likely Didn’t Know About Listening Effectively In Retail Sales

Myra Golden Media

When a retail employee merely hears a customer—instead of actively listening to them—they’re less able to determine precisely what that person needs. Join me as I go over how important listening is in retail sales, and I share 5 things you most likely didn’t know about listening in retail sales. Take The Importance of Listening in Retails Sales on LinkedIn Learning and Lynda.com . Customer Experience Design Retail Sales Effective Listening

The hottest CX trends for retailers are anything but trendy


In 2020, tens of thousands of retail professionals descended as usual on the Javits Center in New York City for the National Retail Federation’s Big Show. Doing retail well means giving CX the attention it deserves as both a competitive differentiator and a business priority.