July 2, 2015

The explosive growth of device connectivity, wireless technology, cloud computing and advanced analytics has driven the Internet of Things (IoT) from vision to reality. This growth presents a wealth of oportunity for retailers.

June 8, 2015

Food Lion has launched a new web site designed to make shopping, saving and planning for dinner easy for shoppers.

April 21, 2015

Every brand wants to meet the needs, desires and expectations of today’s consumers. With the explosion of new technologies in the retail space, shoppers have instant access to vast amounts of information dictating every purchasing decision. For retailers to adapt, it’s important for them to first identify the behavioral trends that are gaining momentum in the industry.

April 13, 2015

When retailers' customers aren’t happy, how do they really know? Many key metrics are born from surveys and don’t capture true happiness. So the question becomes: Are companies really primed to measure customer happiness, or are they settling for a rationalized alternative created by linguistic gymnastics in a survey?

April 7, 2015

Lowes Foods has selected a new customer engagement platform as the regional grocery chain continues to invest in an overhaul of its omnichannel capabilities.

April 2, 2015

Ace Hardware has always been known for its “helpful hardware folks” motto, but now the company is taking its customer service knowledge global. 

March 26, 2015

Retailers are surely getting tired of hearing about how their digital capabilities fall short of customer expectations but that familiar drumbeat is contained in a new report from Capgemini Consulting called, “Fixing the Cracks: Reinventing Loyalty Programs for the Digital Age.” 

March 3, 2015

Publix, Aldi and H-E-B now share something else besides operating in the grocery sector: They all do a stupendous job of serving their customers.

February 20, 2015

Omnichannel commerce is exposing organizations as "legacy channel impaired." The roles, responsibilities and skills retailers need to sustain success in this brave new commerce world have not kept pace. 

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.

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.

May 6, 2014

Appliance, electronics and furniture retailer Hhgregg is getting a makeover. The brand transformation will encompass all customer touchpoints, including its 228 store locations and online presence. The first phase of hhgregg’s brand transformation launches this week.

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.

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 25, 2014

The ability to integrate more data from more sources faster than ever to accelerate decision-making forms the core value proposition of an the new SAS Customer Intelligence solution unveiled this week at the software company’s Global Forum.

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 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.

January 6, 2014

Supermarket chain Raley's Family of Fine Stores has hired an Austin, Texas-based company to help it launch a new social media rewards program.

August 13, 2013

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

August 1, 2013

eBay Enterprise has partnered with OrderGroove so it can integrate its commerce technology with the subscription commerce solutions provider’s retail platform and offer subscription programs to its vast network of omnichannel retail clients.

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.

June 3, 2013

Ikea and 89 Degrees, a marketing solutions provider, will give a presentation on the company’s loyalty program at this years’ Customer Relationship Management Conference Tuesday, June 18 at the Hilton, Chicago.

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.