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Consumers Favor Sustainable Brands, but Retailers Believe Otherwise

Consumers are willing to spend more on sustainable brands than retailers give them credit for, reveals a new report that largely upends traditional expectations held by the retail industry on the sustainability preferences of shoppers. The...

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In Product Reviews, Review Volume and Recency Both Count for Shoppers

Product reviews are tremendously important to consumers prior to purchase, new research on the subject shows, and both review volume and review recency do matter to shoppers. Moreover, the study found that consumers were more likely to convert...

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Using Kiosks to Improve CX

The so-called “Great Resignation” is continuing, with data from the U.S. Bureau of Labor Statistics indicating that the number of workers quitting jobs in November 2021 grew to 4.5 million, up from 4.2 million the previous month, and above the...

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Improving Direct-to-Consumer CX

Selling products or services on a direct-to-consumer (DTC) basis is tailor-made for the digital age. Inherently driven by e-commerce, DTC companies are at a huge advantage over traditional brick-and-mortar retailers, many of which have had to...

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Khoros Paper Examines Digital Commerce Landscape in 2022 and Notes Marketing Pitfalls

A new white paper exploring the digital commerce landscape reveals that the majority of consumers favor an increasingly hybrid purchasing journey incorporating both human and digital channels, while also wishing to preserve a human connection...

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Post-Purchase Strategies to Improve Retail CX

For most retailers, the holiday season is marked by an uptick in the number of items ordered and shipped online. And while many organizations have done an admirable job of focusing on the CX during the marketing and sales phases of a shopper’s...

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Accenture to Buy CX Specialist Firm Tambourine

Global professional services giant Accenture has inked a deal to acquire Tokyo-based Tambourine, an e-commerce CX specialist agency with capabilities in cloud-based technologies. Tambourine will become part of Accenture Interactive, Accenture’s...

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Uberall Study: Consumers Favor Local Business Over Online-Only

A new study shows that while most buying journeys for consumers today start online, they prefer to do business with brands and retailers that have a local presence and real-world locations over online-only shops. The study, titled The Local CX...

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Salesforce Report: Rising Shopper Expectations Put Pressure on Brands and Retailers to Redefine Customer Engagement Strategies

A new report from leading customer relationship manager (CRM) platform provider Salesforce sheds light on how COVID-19 permanently upended shopping for consumers and brands alike, raising shopper expectations in significant ways, while dramatically...

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shopping appointments cx

Using Appointment-Based Shopping to Improve CX

The COVID-19 pandemic ushered in many changes, particularly in retail, where the implementation of customer and employee safety protocols, such as sanitizing stations, mask wearing, and social distancing, became commonplace. But even as...

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E-Commerce Lender Qupital Secures New $150 Million Funding to Push Expansion Plans

Qupital, the Hong Kong-based provider of capital and financing services to cross-border e-commerce sellers, has raised $150 million to expand business internationally and continue providing lower-cost loans to credit-worthy e-commerce sellers,...

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Retailers Deploy AI to Improve CX and Drive Revenue

A new report reveals that retailers are applying artificial intelligence (AI) to new areas in their business beyond simply boosting technical performance, and are doing so with an eye toward improving CX and driving topline revenue. The fresh...

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Latest Research

Employee Experience

Market Drivers and Barriers, Market Sizing and Forecasts, and Case Studies

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CX in the Healthcare Industry

Patient Experience Management and Patient Engagement: Best Practices, Key Market Trends, Case Studies, and Market Forecasts

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CX Market Forecasts

Customer Data & Analytics, Customer Relationship Management, Contact Center, Personalization & Optimization, Customer Data Platforms, Customer Insights & Feedback, and Employee Experience

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Customer Insights & Feedback

Market Drivers and Barriers, Key Industry Players, Market Sizing and Forecasts, and Case Studies

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