User Experience

In episode 172 of Total Retail Talks, recorded at this year's Shop.org conference in Las Vegas, Kevin Hourican, president of CVS Pharmacy, discusses how the drug store chain is investing in technology solutions that improve its customers’ experiences across all channels. Hourican offers insights into the ways that CVS is integrating its online and offline…

According to the Voxpro CX Index: At the Corner of Technology and Human Experience, though, consumers still want human-to-human interaction. This means businesses need to deploy a balanced approach for CX. Voxpro, powered by TELUS International, surveyed 1,000 U.S. consumers to determine how they feel about interacting with AI and automation, such as chatbots, and how well they trust businesses with their personal data.

Customer experience continues to be a brand differentiator for businesses today, and is critical to gaining and retaining customers. As emerging technologies like artificial intelligence (AI) and automation become more prevalent, businesses are deploying these technologies to help improve the customer experience (CX). According to the Voxpro CX Index: At the Corner of Technology and […]

This interactive webinar will address the e-commerce trends that figure to have the biggest impact on retailers’ businesses in 2019.

The retail industry is undergoing a major transformation as e-commerce disrupts traditional brick-and-mortar store models and gives rise to new modes of “experiential retail” — last week's bankruptcy filing by Sears speaks to that trend. Experiential retail is being driven by a number of factors, including the increasing popularity of e-commerce, the decline in traditional…

In episode 165 of Total Retail Talks, Sarah Sheldon, director of e-commerce at Rebecca Minkoff, discusses the reasons behind the luxury fashion brand's incredible growth over the last few years. Sheldon offers details on how Rebecca Minkoff is creating customer engagement with new technologies, such as introducing the see-now-buy-now model, interactive mirrors to improve the in-store…

Wirecard North America asked U.S. consumers how they shop: where they browse, what inspires them to buy (or not), and how they pay. Their answers may surprise you — and provide valuable insights into how merchants can improve their experiences, particularly in-store. Wirecard breaks down the following five key findings in the below infographic: Most…

Consumers love to shop online because it's easy, comfortable and often comes with a significant price savings. It hasn't always been this way, but over the last 20 years Amazon.com has successfully changed the way people shop all over the world. The world's largest online retailer has grown from its humble bookstore beginnings to influence…

Based on responses from 3,000 U.S. consumers, the Kibo Consumer Trends report suggests that retailers and branded manufacturers can differentiate themselves in a crowded marketplace by showcasing their most unique assets. Consumers indicated that while price is still the primary factor in purchasing decisions, consumers are increasingly seeking out a differentiated shopping experience — one that provides a rich, informative and personalized online and in-store experience.

In this episode of Retail Right Now, Total Retail's Caitlin Sullivan and Joe Keenan discuss Nordstrom's inventory-free Local stores, and why experiential retail is integral to the future of brick-and-mortar.