Improving Customer Satisfaction Hinges on Facebook Messenger

| Jason Kapler

It is estimated that by 2020 customer experience will overtake price and product as the key brand differentiator. How are brands investing in their customers’ experience to differentiate their company from the competition? Here is an inside look at how engaging with customers is changing retail.

Kohl’s Using Technology to Transform the Customer Experience

| Mike O'Brien

Retailers need to focus less on the “shiny new objects” and instead focus on systems and solutions that actually move the needle, Ratnakar Lavu, Chief Technology Officer for Kohl’s said at NRF’s Big Show. See what tech tricks the company has up its sleeve, which are coming down the road and how they’re boosting loyalty and engagement.

ecommerce fulfillment, shipping data, distribution data, Warehouse/Distribution Center, ecommerce shipping, direct-to-customer fulfillment

Using Big Data to Improve Contact Center Operations

| Erin Lynch

While big data might seem like it generally falls into the silo of the marketing department, more and more merchants are finding out that not only is it just as beneficial in the contact center, but it could also give you an edge against your competitors.

Your Shipping and Fulfillment Holiday Checklist

| Maria Haggerty

The more time and energy you invest in planning your holiday shipping and fulfillment strategy, the more effective your brand will be in delivering the type of customer experience that will keep shoppers coming back in 2014. While it’s too late to effectively change your retail agenda through the end of the year, here is a list things you can focus on from now through Christmas.