Customer Experience

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Industry Voices: The Challenges Retailers Face in Creating a Unified View of the Customer

Oct 07, 2019

We recently sat down with retailers, including Enjoy Life Foods, Natori and Knix, to discuss their current marketing efforts and how they define digital transformation. Previously, we dug into the marketing channels they rely on most, challenges they face with measurement and whether they’ve acquired enough first-party data. In today’s “Industry Voices: A Focus on Retail” video, we look at how they incorporate all the data they’ve collected to create a more unified customer view.

US Consumers Tolerate Ads if They're Expecting Them or They're Incentivized

Sep 11, 2019

As we’ve covered, ad blocking in the US and many parts of western Europe are here to stay. Whether it’s over privacy concerns or the general annoyance over ads ruining user experience, many internet users are not happy with ad loads when they browse the web.

Q&A: Understanding the Customer Path to Purchase Isn’t Always Easy, but AI’s a Good Start

Sep 03, 2019

Marketers have long grappled with how to best leverage the data they’ve collected. It’s certainly a challenge as data fuels nearly all of their marketing efforts—including personalization, audience segmentation and targeting.

Getting Conversational About Conversational Commerce with Cynthia Rowley

Aug 26, 2019

When retailer Cynthia Rowley saw that mobile comprised roughly 72% of its traffic, the company decided to launch a text message channel, giving consumers another communication channel beyond email.

Delivery Speed Can Make or Break a Customer Experience

Delivery Speed Can Make or Break a Customer Experience

Aug 25, 2019

A pioneer in the delivery space, ecommerce powerhouse Amazon has transformed the standards for logistics when it comes to the customer experience. It's been so impactful that shoppers have come to expect almost immediate delivery after they click “buy now.”

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).