Customer Service

The three use cases where the convergence of artificial intelligence and Internet of Things underpinned by event streaming is making a real difference to retailers and their customers are as follows. Enhancing Every Customer Journey Within the Store AIoT enables retailers to intelligently take advantage of in-store and customer data to offer highly customized shopping…

Artificial intelligence adoption is no longer a question of “if.” The debate on whether AI will add value is over — yes, AI brings value, lots of value. We can look at the how, but the focus should be on the why. According to a Metrigy study, only 34 percent of retailers said that 2024…

Imagine a time when walking into a store meant being greeted by an associate who knew your size, taste, budget and buying history. Instead of a generic "How can I help you?" they’d say, "How did you like your Hoka running shoes? Would you like to check out the brand's latest pair? It offers the…

We’ve all experienced awkward, bad or just plain cringe-worthy customer experience situations — both with human and automated interactions. Maybe it’s the interactive voice response (IVR) system that makes you listen to an endless array of options. It could be the chatbot that just doesn’t understand your question and offers completely irrelevant answers. It might…

In the multichannel world of modern retail, the voice of the customer has never been louder. Amplified by social media, customers have become an authority that no retailer can afford to underestimate. Aware of this reality, most retailers have already turned their attention to customer feedback activities. Yet only a small proportion have taken the…

As the retail industry has increasingly shifted to digital technology, transitioning from traditional brick-and-mortar stores to online platforms, consumers have changed both where and how they shop. Augmented reality apps allow customers to visualize products in their homes before purchasing, and retailers use artificial intelligence-driven recommendations to tailor suggestions to individual tastes. The integration of…

In 2024, the most forward-thinking and innovative retail organizations will recognize that it's a must to blend intelligent human insight and artificial intelligence (AI). It will become clear that unless an organization can find a way to unify the two across virtually every aspect of their business, it will suffer the consequences across both the…

The retail industry is gearing up for an artificial intelligence-first revolution, with customer experience (CX) at the center of this massive shift. AI is poised to become an essential instrument for retailers, enabling them to outpace competitors, provide standout personalized services, and keep CX at the core of their business strategy, creating a flywheel effect…

In this episode of Total Retail Tech Insights, Editor-in-Chief Joe Keenan interviews Shannon Flanagan, vice president and general manager of retail and consumer goods at Talkdesk, a global cloud contact center leader for enterprises of all sizes. Listen in as Flanagan discusses her experience in the industry (0:45), her career journey to Talkdesk and the…

While at Shoptalk in Las Vegas last month, Editor-in-Chief Joe Keenan interviewed Logan Dunn, head of e-commerce at WYZE, a smart home security company, about post-purchase customer experience (CX). During their conversation, Dunn provides an overview of the business' offerings and sales channels, the challenges WYZE faced in its post-purchase engagement strategy, and how customer…