Critical as it is, customer experience (CX) wouldn’t offer competitive differentiation if every brand was successful at delivering strong CX.
The coffee chain leading the mobile payments game
On today's episode, we discuss five milestone changes in how Americans are consuming media. We then talk about multiscreen behavior, newspaper readership trends, and movie studios figuring out the right theatrical release strategy. Tune in to the discussion with eMarketer director of forecasting Oscar Orozco and forecasting analyst at Insider Intelligence Peter Vahle.
Do good ads mean good companies? Consumers think so.
The pandemic accelerated the adoption of mobile payment platforms (used at point-of-sale), as Americans sought out retailers offering contactless services. As a result, user and transaction value growth have accelerated.
Nell Shapiro, CEO and founder of Kibou, shares how she reimagined the diaper bag brand’s go-to market strategy by leaning into Facebook Groups, Pinterest, and virtual touchpoints to build brand awareness and reach its target demographic. Watch Industry Voices, a conversation between Nell and Marissa Coslov, vice president of business development at Insider Intelligence, in celebration of Women’s History Month.
The company's second ever commercial robot has the potential to reshape warehouse work, but it may also revamp labor expectations in the process.
US click-and-collect sales more than doubled in 2020 and will sustain double-digit growth rates over the next four years. We forecast that click-and-collect sales will follow up last year’s 106.9% growth rate with a 15.2% increase this year, and that 150.4 million people in the US will make a purchase via click and collect at least once in 2021.
After a turbulent year, customer expectations around experience have changed. While many organizations are making progress toward meeting these new demands, more are struggling to consistently deliver the best possible customer experience (CX).
The number of click-and-collect buyers in Germany increased slightly during the pandemic, but not as much as in other Western European countries—and that lag will continue over the next few years. One bright spot, however, is that buyer penetration rates in Germany will steadily rise during that time.