Customer Care

Every January, the National Retail Federation (NRF) holds its Big Show at the Jacob Javits Center in New York. It’s 4 days’ worth of collaboration and idea sharing for retailers, industry thought leaders and technology...

The era of customer focus has arrived and is transforming the methods and speed of delivery for new products and services for B2C and B2B businesses alike. As a consumer, if your patience is thin,...

Despite the breathtaking speed and impact of the e-commerce revolution, physical stores still play a vital role in the buying journey. While consumers will use their mobile devices to research and compare goods, they still...

There’s no denying e-commerce has disrupted the retail industry. The advent of online shopping has transformed the buyer’s journey, forcing retailers to meet the anytime, anywhere demands of increasingly tech-savvy shoppers. While the U.S. Census...

The holiday season is second to none for retailers—and 2019 is shaping up to be promising.  According to Deloitte’s latest holiday retail forecast, this season’s sales are projected to top $1.1 trillion, with e-commerce sales...

Part 1 of this blog series recounted the early days of hotel guest WiFi. Part 2 will examine network advancements as WiFi moved from being a novelty to a staple of guest expectancy and where...

Banks and credit unions can create a virtuous cycle of continuous quality improvements (CQI) for the customer experience (CX) if they focus on three key components—customer needs, data integration and network connectivity. Continuously working to...

While it may appear otherwise, brick and mortar stores still drive the majority of retail purchases. Retail stores today, however, look and approach the shopping experience very differently from stores of the past. With the...

While digital transformation may increase efficiency and save money, it’s really about investing in the most critical area of your business—customer experience (CX). CX is much more than a buzz word—it has become a key...

With this year’s restaurant technology conference MURTEC behind us, I’ve had some time to reflect on my many conversations with industry technology vendors and restaurant operators. A key takeaway this year—is a clear shift in...