Banks will need to address data and privacy challenges before they can use genAI to personalize customer journeys. Among C-level executives worldwide, 46% called data strategy (what and how data is being captured and used) a top challenge with genAI, according to Accenture’s October 2023 Pulse of Change survey.
Article
| Jan 10, 2024
Luxury goods are products that are priced at a premium and feature a higher level of quality, craftsmanship, customer service, exclusivity, and/or scarcity relative to the majority of goods in a given product category.
Report
| Oct 9, 2023
Furthermore, 49% of CX leaders are exploring video generation with generative AI, showcasing a greater interest in this area over other technologies like audio, image, and text generation. Our take: The launch of Sora is a crucial milestone in AI development, showcasing the potential for AI to interact more naturally with the physical world.
Article
| Feb 15, 2024
And as for brands, aside from click-to-message ads, they can use DMs organically to answer customer service questions or engage with users.
Article
| Jan 19, 2024
Michaels: For launching a new online marketplace and in-store experiences. Listen to the full episode. This was originally featured in the Retail Daily newsletter. For more retail insights, statistics, and trends, subscribe here.
Article
| Mar 28, 2024
The opportunity: Although there are no ad placements within the messaging environment on Instagram, brands can still build an organic presence by engaging with customers or providing customer service through DMs. 2. YouTube takes the lead on long-form and livestreamed video. “YouTube is the most popular platform for livestreams among this generation,” Smiley said.
Article
| Mar 1, 2024
Trader Joe’s small, curated stores and limited footprint sets it apart. Between its branding, product choice, and customer experience, there are a lot of lessons other retailers beyond grocery can learn from the Trader Joe’s model. Here are four takeaways from Trader Joe’s.
Article
| Apr 28, 2023
Yet browsing in-store is the No. 1 way Gen Zers discover clothing, per our November 2023 US Consumer Path to Purchase survey. 3. Stars from Hollywood and social media are converging. The line between entertainment celebrities and social media creators is blurring, Enberg said.
Article
| Mar 21, 2024
Lean on data at every step of the customer journey. Sometimes there's too much data siloed across different systems, and sometimes there are simply gaps of missing data that prohibit retailers from seeing the full buying journey, Davidkhanian said.
Article
| Feb 22, 2024
While retail as a whole is looking for ways to deploy generative AI to support operations and enhance customer experience, fashion ecommerce is likely to see some of the biggest impacts.
Article
| Apr 13, 2023
Companies in the space provide specific microservices or bundle packaged business capabilities (PBCs) with APIs for ecommerce operations, such as product information management and customer relationship management (CRM) systems. Outside assistance is often needed to bring it all together.
Report
| Jun 30, 2023
Like other retailers, Amazon is exploring ways to use generative AI to improve the customer experience. Its latest effort, an AI-powered shopping assistant named Rufus, is meant to deliver a more personalized, useful search experience that helps shoppers discover products best suited to their needs.
Article
| Feb 1, 2024
Data’s role in creating a seamless customer experience has never been more important. But adding in a human element can help your data analytics strategies reach their full potential. Thomas shares how Stich Fix is blending data science with client feedback to create a better experience for shoppers.
Article
| Mar 28, 2023
The labor market is extremely challenging for retailers and restaurants: Quit rates are on the rise, which is making it difficult for companies seeking to improve the customer experience.
Article
| Mar 10, 2023
On today's episode, we discuss why Net Promoter Score (NPS) usage isn't translating into a better customer experience for many, how to use it effectively, and tactics for dealing with angry customers. "In Other News," we talk about how neobanks can use customer service to stand out from the crowd and the significance of Target adding coffee pickup and returns to its curbside service. Tune in to the discussion with our analyst Patty Soltis.
Audio
| Jul 7, 2022
Temu bets low prices will be enough to attract shoppers: But the Pinduoduo-owned platform will have to improve the customer experience to turn initial interest into lasting gains
Article
| Oct 24, 2022
Krystal Walker, Director of Beauty Development and Customer Experience at CVS Health, spoke with Insider Intelligence about the launch of Skin Care Centers.
Article
| Aug 5, 2022
Conversational AI is becoming more integrated into consumers’ lives every year, as tech like retail bots and virtual agents continue to improve the customer experience.
Article
| Jan 27, 2022
On today's episode, host Sara Lebow tees up a conversation between our analyst Andrew Lipsman and Ram Iyer, worldwide director, digital strategy and ecommerce at Microsoft, about omnichannel and mobile commerce, the consumer path to purchase, the metaverse, and more.
Audio
| Jan 17, 2023
On today's episode, we discuss the main takeaways (and the best/worst ads) from this year's Super Bowl, the power of bad customer experiences, what repeating ads can do, how hard it is to hold on to subscribers, whether people will pay more for news, an unpopular opinion about Valentine's Day, what the Scottish are best known for, and more. Tune in to the discussion with director of reports editing Rahul Chadha and our analysts Paul Verna and Dave Frankland.
Audio
| Feb 18, 2022
On today's episode, we discuss some suggested ways to rein Facebook in, a newly proposed social media model, the significance of the customer experience gap, what to expect from the new Instagram TV, how to create good thought leadership, when the best days to go into the office are, the scientific reason dogs are the best, and more. Tune in to the discussion with eMarketer director of reports editing Rahul Chadha, analyst Blake Droesch, and principal analyst at Insider Intelligence Paul Verna.
Audio
| Oct 15, 2021
On today's episode, we discuss what makes a customer data platform (CDP) successful, what kind of ROI brands can expect from them, and some best practices. "In Other News," we talk about whether companies are tracking the customer service metrics that really count and what happened when Old Navy made clothing sizes for everyone. Tune in to the discussion with senior vice president of sales at mParticle Kyle Robinson and our analyst Patty Soltis.
Audio
| May 26, 2022
US marketing tech spending to top $20 billion this year: Growth reflects increased importance of using data to improve customer experience.
Article
| Sep 1, 2022
On today's episode, in our "Retail Me This, Retail Me That" segment, we discuss the best-in-class examples of retailers who are leading the charge in experiential retail, in-store technology, and high-touch customer service. Then for "Red-Hot Retail," our analysts give us their very specific—and potentially risky—predictions about where brick-and-mortar stores are likely headed. Join our analyst Sara Lebow as she hosts director of Briefings Jeremy Goldman and analyst Yory Wurmser.
Audio
| Oct 18, 2022
On today's episode, we discuss how prepared measurement and syndication vendors are for the removal of third-party cookies and device IDs, what options advertisers have to maintain measurement and addressability, and some best practices and recommendations for both sides of the supply chain that will help them seamlessly transition to a privacy-centric future. We then talk about how connected TV (CTV) giants are holding onto new customers, YouTube's CTV ads that can move over to your smartphone, and where people prefer to watch movies. Tune in to the discussion with senior vice president of product and general manager of customer experience at Neustar Steve Silvers and eMarketer principal analyst at Insider Intelligence Paul Verna.
Audio
| Oct 28, 2021