Executive ViewPoints

Virtual Queues: The Waiting Isn’t the Hardest Part

Throughout the 2010s, brick-and-mortar retailers worked hard to keep up with the evolving consumer landscape. Then COVID-19 arrived and accelerated the rate…

How Consumer Data will Shape Retail Experiences in 2022

Consumer habits changed drastically last year as people went online to shop. According to McKinsey, 75% of consumers tried a new shopping…

4 Omnichannel Myths Keeping You From Success

Omnichannel is a buzzword in the world of retail customer experience. But despite its popularity, there is a lot of misinformation about…

How to Design Ecommerce Search Filters That Convert

Your site’s search box has an outsized role in buyer success. Did you know that approximately 40% of your visitors will use…

How Brand Perception and Shared Values Fundamentally Impact Customer Experience

Throughout my career as a customer experience (CX) practitioner, I’ve seen brands make the same mistake time and again by believing that…

Ethical Commerce: What it is and Why it’s Important

As the world witnessed and weathered recent events including the COVID-19 pandemic, natural disasters, civil unrest and a heavy focus on social…

BNPL: A Win-Win for Retailers and Consumers as the Holidays Approach

With retailers already pushing out holiday sales to entice consumers to buy early and avoid delivery delays due to supply chain congestion,…

How Legacy Beauty Brands are Losing a Big Slice of the $500 Billion Pie to Small Brands — and How They can get it Back

This is not your parents’ beauty industry. Transformed by both the steady wave of ecommerce and the sudden shock of the pandemic…

How These Three Pillars Can Soften the Bullwhip Effect in Your Supply Chain

Supply chain challenges are nothing new, but they are newly in the spotlight as massive consumer delays and shortages affect the shopping…

How Your Brand Can Reward Holiday Shopping Procrastinators

It’s become known as Panic Saturday. You know the one, that final Saturday before Christmas when all the last-minute shoppers descend on…

Product Experience: The Art of Giving Customers What They Need to Know

Both individual consumers and business buyers have become sophisticated about their online shopping expectations, and a good customer experience (CX) strategy is…