retail

SOTI from bricks to clicks research
72% of shoppers say delivery woes make them more likely to opt for BOPIS experience
customer crimes
‘Customer crimes’ and how to combat them
bracketing-product-returns
Why the ‘just in case’ buying decision reveals a broken customer experience
Nieman Marcus Stylyze
Nieman Marcus exec offers a vision for keeping its associates at the heart of luxury retail experiences
holiday shopping supply chain cx
How CX can save the holiday season amid supply chain challenges
when customers attack
When customers attack
XCCommerce VP offers retailers an idea to improve CX amid ‘returnaggedon’
Why the CX community needs a Self-Service Gap Score
ExxonMobil loyalty program CX
How ExxonMobil develops a loyalty program and digital experiences that keep drivers pumped
Envoy Russ Rommelfanger
Envoy chief creative officer identifies a changing dynamic between physical and digital experiences