User Experience

Since the industrial revolution, retailers have occupied physical storefronts, the hub of traditional consumer engagement. But with today’s integration of the digital experience, online customer experience is the differentiating factor that encourages brand loyalty. New research by NTT DATA Services analyzed the digital and physical customer experience of 15 enterprise retailers to determine where friction…

In the era of e-commerce and its on-demand convenience, there’s a question we hear quite often: Is today’s omnichannel environment killing the physical store? The truth is that many traditional retailers are failing, with physical stores closing in significant numbers. However, it’s also true that certain retailers are alive and flourishing. The winners in avoiding…

They say one man’s fortune is another’s opportunity. As Toys"R"Us auctions off 30-plus properties and shutter hundreds more following its recent bankruptcy, other retailers such as Target, Aldi and Big Lots are lining up to bid massive amounts of money with the hopes of expanding their physical presences and upping foot traffic. Across the retail…

The media has painted millennials as killers of many things — whether it’s napkins, diamonds or bars of soap. And if you pay attention to any of these headlines, you might view the generation as a group of ruthless avocado toast fiends who aren’t interested in any of the traditional products or marketing tactics that…

It goes without saying the majority of today’s businesses’ transactions happen digitally. In retail, we saw the shift from brick-and-mortar to online, and we're increasingly seeing the shift from desktop to mobile. In fact, according to Google, the internet is now mobile-first, as consumers are choosing to browse the internet on their phones rather than…

It goes without saying the majority of today’s businesses’ transactions happen digitally. In retail, we saw the shift from brick-and-mortar to online, and we’re increasingly seeing the shift from desktop to mobile. In fact, according to Google, the internet is now mobile-first, as consumers are choosing to browse the internet on their phones rather than […]

What does it take to run a successful retail business? A few years ago, it was about the quality of your brick-and-mortar business. Fast-forward to today, and it’s all about your online experience. However, while consumers have become better acquainted with technology, many business owners are still adapting to the digital landscape. In order to…

As consumers increasingly prefer to shop online, retailers can no longer compete on price and product specifications alone. After all, if shoppers just want low prices and wide product selections, they can head to Amazon.com. Where you can compete is with a customer experience that sets your business apart from competing retailers. As the Harvard…

First Insight conducted a consumer survey examining retail industry disruptors that could be driving shopping behaviors and purchase decisions. Results revealed a significant gender gap between how men and women shop and make purchase decisions, as men are less likely to embrace disruptors such as mobile shopping, Amazon.com, discount retail and AI.

As customer experience continues to define retail success, brands and marketers must audit their “customer experience toolkits” regularly to ensure they're equipped to meet today’s high consumer expectations. One often overlooked but significant tool is the ability to engage with consumers in the exact right way at the exact right time, before the opportunity vanishes.…