Customer Experience

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How to Cultivate a Cohesive Brand Through Micromessaging

Aug 21, 2019

Marketers want to create data-driven experiences for two big reasons: They believe customers want them, and there's a growing need to justify investments based on results.

AI, Machine Learning Are Helping Retailers Spot Flaws in the Customer Experience

AI, Machine Learning Are Helping Retailers Spot Flaws in the Customer Experience

Aug 15, 2019

Retailers can’t always rely on customer feedback to measure the success of their ecommerce platforms. Small technical issues, which often go unnoticed by the business itself, can significantly hinder the customer experience.

Consumers Are More Likely to Use Emerging Technology When Interacting with Retailers

Consumers Are More Likely to Use Emerging Technology When Interacting with Retailers

Aug 07, 2019

Consumers are hesitant to engage with the latest automated customer experience offerings. In industries like healthcare and financial services, many prefer to consult with humans through traditional mediums. But in retail, more are willing to use emerging technologies—including chatbots and artificial intelligence (AI).

How Many Retail Communications Are Too Many?

How Many Retail Communications Are Too Many?

Jul 29, 2019

Retail messaging can often feel like a game of Goldilocks. Too many messages can frustrate and push consumers away, while fewer communications can put the brand at risk of no longer being relevant.

More Than Half of US Shoppers Will Abandon a Brand Following a Bad Experience

More Than Half of US Shoppers Will Abandon a Brand Following a Bad Experience

Jul 28, 2019

It is often the case that marketers and business leaders prioritize customer service initiatives that don’t always align with the needs of their customers. But to keep consumers coming back, it’s more important than ever for marketers to bridge this gap by focusing on what their customers really want—a responsive, streamlined shopping experience.

More Research Shows that Consumers May Not Always Want Personalized Marketing Experiences

More Research Shows that Consumers May Not Always Want Personalized Marketing Experiences

Jul 23, 2019

Many marketers may want to believe that customers prefer personalized marketing experiences, but while research backs up that claim, recent consumer skepticism over the use of personal data means that there’s growing sentiment that more personalization does not beget a better experience.