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Improving CX in the Grocery Industry

Supermarkets and grocery stores continue to serve an important function in the lives of most consumers. While there has certainly been a shift to online grocery purchasing and food purchases through mass merchandisers, drug stores, and major...

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More Than 100,000 Brands Have Joined Amazon’s US Store This Year

More than 100,000 brands have started selling in the US stores of Amazon so far this year, and sales from brands were up by 60% at the end of June compared to the same time last year, Amazon announced during its Accelerate 21 virtual conference in...

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Online Shoppers Have Big Expectations This Holiday Season

A new survey reveals that consumers possess heightened expectations for shopping online this holiday season. The most successful retailers during this period will be those that differentiate their offerings through personalization to win over...

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Consumers Likely to Shop with Brands that Understand Them This Holiday Season

New research about shopping for the upcoming holiday season reveals that consumers are more likely to stick with brands that personalize their offers and show an understanding of their needs. Consumers are also adjusting their behavior by starting...

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COVID-19 Forces Telecom Operators to Adapt Their Customer Service Operations

The COVID-19 pandemic accelerated the speed at which telecom operators shifted toward online customer service tools and e-commerce retail sales. And even with telecom retail stores fully open across the country today, it is expected that consumers...

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Skeepers Group Launches CX Management, A Plug-in to Rationalize Customer Feedback

The Skeepers Group, the French-based provider of software as a service (SaaS) solutions, has unveiled a new plug-in that collects data to help streamline the customer feedback process for brands, enabling brands to strengthen their...

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Report: AI Is Key for Retailers to Personalize CX at Scale, but Adoption Is Still Negligible

A new report from global CX solutions provider Talkdesk identifies artificial intelligence (AI) as a key area of opportunity for retailers to elevate CX, but adoption of AI in contact centers remains low and is cause for concern. In its latest...

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New Ikea Virtual Queue Management System Improves CX in Saudi Arabia and Bahrain Stores

A virtual queue management system introduced at Ikea stores in Saudi Arabia and Bahrain is proving successful in enabling customers to have a more satisfying shopping experience, while also eliminating potential friction and frustration...

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Using QR Codes to Improve CX

Although quick response (QR) codes existed long before the COVID-19 pandemic, implementing low- and no-contact interactions in restaurants, retail locations, and other in-person settings helped put QR codes back in the spotlight. While enabling...

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Managing Rapid Change in the Retail CX Market

CX in the Retail Industry is a new report from Dash Research that focuses on the current and future market issues, market drivers and barriers, and case studies within the retail CX/CE industry. This new report examines the robust and growing...

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The Impact of BOPIS, BOSFS, and BORIS on Retail CX, and the Tech Needed to Effectively Deploy These Services

The COVID-19 pandemic served as a both a catalyst and an accelerant for multimodal retail experiences, perhaps best exemplified by the “BO” acronyms: BOPIS (buy online, pickup in-store), BOSFS (buy online, ship from store), and BORIS (buy...

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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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