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 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
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 tight labor market is empowering retail workers: Boosting pay can help retailers retain staff and ensure they’re providing a good customer experience.
Article
| Mar 2, 2022
Retailers struggle with online returns, but charging won’t help: Brands like Asos and Boohoo should focus on improving the customer experience to help mitigate the effects of inflation and bracketing.
Article
| Jun 17, 2022
“The customer journey is constantly evolving and it's not linear.” That was the advice of Ram Iyer, worldwide director of digital strategy and ecommerce at Microsoft, speaking this week on the “Behind the Numbers: Reimagining Retail” podcast.
Article
| Jan 20, 2023
The share of online purchases that shoppers return keeps rising: That’s a growing challenge for retailers seeking to rein in costs without hindering the customer experience.
Article
| Dec 2, 2022
Charging for returns is an easy way to lose customer loyalty: Retailers need to think of returns as an extension of the customer experience—and not just a cost to be managed.
Article
| Sep 9, 2022
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
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
Path to Purchase Institute.
Report
| Feb 2, 2024
Search advertisers face a year of testing new formats and tracking new paths to purchase to see where customers are asking their questions. Sources. 33Across. Ad Age. Bizrate Insights. Business Wire. Chain Store Age. CNBC. Comscore. ID5. Instacart. Madison and Wall. Microsoft. Pinterest. Reuters. Roku. TikTok. Walmart.
Report
| Nov 28, 2023
Article
| Apr 27, 2023
With customer-obsessed brands betting big on personalization at scale, customer experience leaders face urgent decisions on just where, when, and how to place those bets
Video
| Jan 14, 2022
Article
| Jul 20, 2022
Discuss the key areas that your organization can focus on to design and coordinate individualized journeys across all touchpoints
Video
| Jan 12, 2022
In 2022, increasingly savvy customers expect more from brands than ever before.
Video
| Feb 1, 2022
Instagram, retailer sites, and even brick-and-mortar stores play a role in how Gen Z shops, according to our Gen Z’s Path to Purchase report, meaning brands should have a presence across all to ensure success. 4. TikTok Shop users also shop off-price, fast-fashion brands.
Article
| Apr 11, 2024
Amazon’s Just Walk Out autonomous checkout solution is genAI-trained to provide a more seamless customer experience. The ecommerce giant used genAI to create images and video clips of synthetic shoppers mimicking realistic, and sometimes rare, shopping scenarios. It then trained the Just Walk Out system on this data to accurately recognize millions of real-life actions.
Report
| Mar 22, 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
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
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