Many businesses know some portions of their data are extremely valuable, while others have no value. The problem is, they often don’t know how to identify, much less take advantage of, data that can make a difference. The Internet of Things exacerbates this dilemma by giving organizations even more data to store and sift through….

Retail really is all about the customer experience. For years, some observers have been saying that retail stores are on their way out, that they can’t keep up with online retailers who can sell customers the items they want at a lower cost, since they don’t have to maintain stores or pay a sales staff….

When I learned that one of my favorite stores had introduced the purchase option to buy online and pick up in the store (BOPIS), I was delighted. Then I tried it. I expected to be able to pick up my purchase quickly, bypassing the checkout lines. Instead, I was directed to the back of the…

So, your customer made a purchase. Great! But what sealed the deal? Will she be back? And did she tell her friends and family about her great experience with your company? On one hand, answering these kinds of questions has never been easier. Businesses today have so many sources of customer experience (CX) data they…

The holiday shopping season is inevitably followed by the return season. That’s been a headache for retailers and consumers alike since the dawn of trade, but e-commerce has turned it into a migraine. Why? Brick-and-mortar retailers are increasingly using immediacy and convenience to compete against e-tailers. Two ways are by giving customers the option of…

Are you baffled by what to do with the mountain of data you’ve collected? Everyone in your organization, from business development to marketing to customer service, is questioning how they can draw actionable insights from that wealth of information. And for good reason: The answers highlight opportunities to meet your customers’ needs and thereby maximize…