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Category: Customer Engagement


Customer Engagement, Customer Experience

Best Buy to use generative AI for virtual assistant, customer support experiences

April 9, 2024

Via: Retail Dive

Best Buy and Google have previously partnered on different products and services, including advertising, hardware and Google Chrome, the retailer said. Best Buy’s internal staffers will work with Accenture and Google to create, pilot and scale the new generative AI […]


Customer Engagement, Customer Experience

How to Deal with Difficult Customers

April 5, 2024

Via: Lightspeed

Tired of being shouted at? We’d imagine you’ve experienced this once or twice if you’ve had to deal with a difficult customer. They’re enough to leave you feeling worn down and fed up. Whether you’re talking to a customer who […]


Customer Engagement, Customer Experience

Costco Ventures Further into Healthcare with New Weight Loss Service

April 4, 2024

Via: Retail TouchPoints

Costco has expanded its partnership with health care marketplace Sesame to offer weight loss care that includes individual clinical consultations and access to medications, if clinically appropriate and subject to their availability. For $179, Costco members will receive three months […]


Customer Engagement, Customer Experience

Harnessing the Potential of Returnless Refunds to Improve Profitability and Customer Experience

March 6, 2024

Via: Retail TouchPoints

Retail’s busiest returns period may be in the rearview mirror until next year, but rising ecommerce order volumes have caused returns management to become an aspect of ecommerce and omnichannel business that warrants a dedicated year-round strategy. Returns are a […]


Customer Engagement, Customer Experience

Bringing Retail Media to Main Street and Beyond: 6 Building Blocks for Success

March 5, 2024

Via: Retail TouchPoints

In the last few years, point of purchase has emerged as a sweet spot for effective marketing. These days, it seems like every major retailer has its own channel for serving ads, and advertisers are seizing this opportunity eagerly, to […]


Customer Engagement, Customer Experience

5 Ways Retailtainment is Reshaping OOH Advertising

February 28, 2024

Via: Retail TouchPoints

Out-of-home (OOH) advertising has played an integral role in the media mix for decades due to its influence and impact. The vast majority (88%) of U.S. adults have noticed an OOH ad within a one-month period and 78% of these […]


Customer Engagement, Customer Experience

Building Loyalty Without Breaking the Bottom Line: the Dual Shipping Dilemma for Ecommerce Merchants

February 21, 2024

Via: Retail TouchPoints

Online shopping is now easier than ever before, enabling consumers to purchase everything from socks to a dining room table from a computer at their home to a mobile phone in an airport terminal. While this is good news for […]


Customer Engagement, Customer Experience

How Optimizing Delivery Improves Customer Loyalty

February 21, 2024

Via: RIS News

With more consumers embracing digital wallets, mobile apps, online ordering, and delivery services, the way businesses drive customer loyalty is shifting. Today’s enterprises emphasize delighting customers by connecting experiences across devices and channels — meeting consumers when and where they […]


Customer Engagement, Customer Experience

How Retailers Can Use AI to Improve Customer Experience and Build Trust

February 16, 2024

Via: Retail TouchPoints

In the U.S., ecommerce spending is estimated to reach $1.7 trillion by 2027 – representing over 20% of overall retail sales. Additionally, global ecommerce spending could surpass $7 trillion as early as 2025. With the sector continuing to experience accelerated […]


Customer Engagement, Customer Experience

7 Retailers With the Highest Customer Satisfaction 2024

January 30, 2024

Via: RIS News

Customer satisfaction in retail is making a comeback. To uncover which companies have the highest customer satisfaction, the American Customer Satisfaction Index (ACSI) interviewed 40,264 customers (chosen at random and contacted via email from January 2023 to December 2023). The […]


Customer Engagement, Customer Experience

2024 Predictions and Trends in B2B Ecommerce: Navigating the Digital Evolution

January 24, 2024

Via: Retail TouchPoints

As 2024 unfolds, the B2B ecommerce sector is undergoing significant transformation driven by technological advancements and shifting buyer behaviors. Despite expectations of a modest economic downturn, this period presents an opportunity for businesses to optimize their operations, improve marketing strategies […]


Customer Engagement, Customer Experience

Dynamic Creative Optimization Decoded: A Masterclass for Retail Success

January 22, 2024

Via: Retail TouchPoints

In the dynamic world of retail, businesses face the ongoing challenges of rising advertising costs alongside a swiftly changing media landscape. In the face of this, the practice of Dynamic Creative Optimization (DCO) can offer a transformative way to navigate […]


Customer Engagement, Customer Experience

Does Personalization Always Improve CX? It Depends on Your Customers

January 16, 2024

Via: Retail TouchPoints

Personalized experiences are one of the foundation stones of great customer experience, according to conventional wisdom. But is that true across the board? Not necessarily. In some cases, personalization that’s too precise can underwhelm customers at best, and drive them […]


Customer Engagement, Customer Experience

6 Paid Social Trends to Be Aware of in 2024

January 12, 2024

Via: Retail TouchPoints

As 2024 advances, the importance and reach of paid social media advertising will only continue to grow. For online retailers that want to stay relevant and competitive, it’s important to stay on top of the latest trends and strategies. Here […]


Customer Engagement, Customer Experience

The Untapped Potential of Audio in Retail Media Networks

January 9, 2024

Via: Retail TouchPoints

CMOs are working with limited spending power, prompting a critical examination of resource allocation and a quest for cost-effective yet high-impact solutions. Gartner reveals that 71% of CMOs believe they lack sufficient budgets to fully execute on advertising strategies, and […]


Customer Engagement, Customer Experience

For a seamless retail customer experience during peak season, start with employees

January 8, 2024

Via: Retail Dive

The quest to deliver a seamless and satisfying customer experience is central to retail companies’ strategies, and those efforts are even more important as the industry’s “peak season” is in full swing. Overall retail spend this holiday season is expected […]


Customer Engagement, Customer Experience

How Retailers can use Digital Product Strategy to Improve CX and Fuel Growth

January 2, 2024

Via: Retail TouchPoints

With the decline in high street spending and increased online competition from ecommerce stores, companies in the retail space need to be effectively innovating to keep up. One way for brick-and-mortar stores to stay ahead of the competition is to […]


Customer Engagement, Customer Experience

How Amazon Leverages Generative AI to Boost Customer Engagement and Store Experience

December 26, 2023

Via: RIS News

In 2023, you could hardly move for mentions of generative AI and its applications. The upcoming year looks set for more of the same, as retailers and CPGs alike plan to pull ahead in their adoption of these buzz-generating technologies […]


Customer Engagement, Customer Experience

4 Ways QR Codes are Transforming the Retail Shopping Experience

December 22, 2023

Via: Retail TouchPoints

The next era for retail is already underway, and it all starts with the simple but powerful scan of a code. Nearly 50 years ago, UPC barcodes changed the game for retailers everywhere, and now we’re on the cusp of […]


Customer Engagement, Customer Experience

5 ways to prioritize the customer experience for a bright holiday season

December 18, 2023

Via: Retail Dive

You’re already staffing up your store, stocking up on inventory, and putting up the decorations – it’s that time of year when all retailers are preparing for the holidays, and anxiously awaiting to see if they’ll get the expected influx […]