Content about Customer experience

July 1, 2014

Omnichannel beauty brand Julep has tapped former Blue Nile executive Dwight Gaston as chief delivery officer. In his new role, Gaston will oversee Julep's operations, customer service, fulfillment and product development teams to ensure efficient delivery of products to its customers.

June 10, 2014

Mindshare Technologies acquired Empathica last year, rebranded the company as InMoment and launched a new customer experience optimization platform called the Experience Hub.

June 6, 2014

ShopperTrak, a leading global provider of consumer behavior insights and location-based analytics, has signed Journeys as its 1,000th customer. The milestone agreement aims to enhance the in-store customer experience at more than 1,000 North American locations of the specialty lifestyle retailer.

May 28, 2014

PetSmart has named Phil Bowman as EVP of customer experience, effective June 30. He will report directly to president and CEO David Lenhardt.

April 24, 2014

Lowe's has promoted Michael P. McDermott to chief merchandising officer, replacing Michael A. Jones, who will assume the role of chief customer officer, effective April 30.

April 16, 2014

Building and delivering unique and connected digital beauty experiences was the rationale behind L'Oréal's selection of Sitecore as a provider of customer experience management software.

April 2, 2014

The Nordstrom’s Customer Experience Center is a replica of a store where the department store operator can bring together salespeople, suppliers and customers to share feedback on new concepts before they are introduced to stores.

March 26, 2014

Following a disappointing fourth quarter and fiscal year ended Feb. 1, Toys “R” Us hosted investors, industry analysts and the media and outlined its strategy for improving its operational performance and driving profitable growth in the future.

March 17, 2014

Dutch physicist Niels Bohr wasn’t talking about the retail industry when he said, “prediction is very difficult, especially about the future,” but the comment couldn’t be more relevant given the volatility facing the retail industry.

March 4, 2014

Lowe's has named Michael A. Jones as the company's chief customer officer, effective April 30. Jones currently serves as Lowe's chief merchandising officer, overseeing the full merchandise offering for all Lowe's U.S. stores and Lowes.com, as well as all global sourcing activities.

February 18, 2014

The ability to develop actionable insights by listening to social conversations is among several powerful new capabilities that have been added to Microsoft Dynamics CRM portfolio.

January 15, 2014

Chris Saridakis, president of eBay Enterprise, a division of eBay, has resigned for personal reasons, according to the company.

January 6, 2014

An omnichannel transformation initiative underway at department store retailer Belk is being executed with the aid of Accenture following a recent agreement between the operator of 300 stores and the global management consultancy.

December 2, 2013

Change is constant, as they say, and we’ve all seen a lot of that, especially in the past few years. But as I look 10 years into the future, I think we’re actually in the early days of not just more change, but wholesale revolution, too. “Revolution” is a strong — and possibly overused — term. Why are the next 10 years different? Fundamentally, our customer has changed more in the past three years than in the past 30 and the pace of change is poised to accelerate in the coming decade.

November 27, 2013

Lowe’s has integrated Point Inside's StoreMode mobile shopper engagement platform into its mobile app to improve the in-store customer experience, just in time for Black Friday and Cyber Monday.

August 13, 2013

Robert Howard is the newest partner in the Retail and Consumer Products Group at management consulting firm Kurt Salmon.

July 9, 2013

Women’s apparel brand and retailer Lilly Pulitzer is turning to supply chain commerce solution provider Manhattan Associates to revamp its omnichannel retail capabilities so it can address its growing brick-and-mortar and e-commerce businesses.

April 16, 2013

Assurant Solutions, a leading provider of extended protection programs and services, has appointed Jeff Unterreiner as SVP of its extended protection solutions business.

April 15, 2013

The torrent of customer feedback unleashed by e-commerce and social media is a good thing, as long as companies are able to mine the data to identify problems and improve operations.

March 14, 2013

IBM has opened its Customer Experience Lab in New York with the goal of helping business leaders transform the way customers experience their products, services and brands through the use of mobile, social, cloud and advanced analytics technologies.

February 27, 2013

Fouth quarter same store sales fell by a jaw-dropping 31.7% at J.C. Penney, but CEO Ron Johnson insisted the company continues to make great strides with its one year old transformation strategy.

February 26, 2013

According to the American Customer Satisfaction Index's (ACSI) annual E-Commerce Report, produced in partnership with customer experience analytics firm ForeSee, customer satisfaction with e-commerce websites continues to rise, gaining 1.2% to 81.1 on the ACSI's 100-point scale.

February 21, 2013

Lowe’s announced that Lara Lee will join the company as SVP customer experience design, effective Feb 25.

January 18, 2013

Luxury shoppers are more likely to use mobile channels when shopping but are slightly less satisfied with e-commerce overall, according to the Luxury E-Retail Satisfaction Index released by customer experience analytics firm ForeSee.

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