Customer Experience

Chatbots have become an important part of the e-commerce shopping experience. They answer questions, provide information, and help customers along in their buying journey. Though they may never replace human beings entirely, they are central to many e-commerce-related interactions. "Chat apps are ef...

E-commerce technologies have been innovating fast. It's no surprise, considering e-commerce in North America grew by 15 percent in 2018, to reach a market value of more than $500 billion. Today's e-commerce businesses need to stay ahead of the curve if they want to be the consumer's choice, as conve...

You don't have to be entrenched in the tech world to have heard the term "artificial intelligence," but what is artificial intelligence, or AI, as it's commonly known? Simply put, AI is the simulation of human intelligence processes performed by machines or computer systems. Nowadays, AI is being u...

I just dumped US Mobile after less than four months, setting a new speed record for hitting my tolerance-for-b.s. ceiling. I'd had high hopes for this relatively new MVNO, but it turns out I chose poorly. Switching wireless service providers is one of those things I don't relish doing, but every few...

With the sharing economy becoming more saturated with products and services, how do companies differentiate themselves from their competitors? The answer: customer service. By 2020, customers will give more weight to customer service than to the price or product itself.

For B2B sellers, keeping pace with customer expectations is anything but easy. Accustomed to the simplicity and convenience that has become common across B2C transactions, buyers expect more from B2B sellers than ever before. Make the most of a growing B2B e-commerce market by considering the unique...

Merchants have a vested interest in streamlining the customer experience and minimizing friction wherever possible in the purchasing process. There are downsides to this premise, though.

Apriva has announced partnerships with AveriGo and Vagabond to offer innovative mobile shopping and payment solutions. Apriva offers an adaptive platform for secure mobile communications and omnichannel payments. Both its new partners are in the vending and F&B service industries. AveriGo offers...

NICE inContact has released the Spring 2019 version of its CXone cloud-based contact center software, with multiple AI-powered updates for smarter customer and agent engagement, plus enhanced CRM integrations.

As the world has become increasingly digital, the retail industry has gone through tremendous transformation. To survive in the competitive landscape and keep up with evolving customer preferences, merchants have had to adapt and learn how to deliver the seamless omnichannel experience that shoppers...

"Headless commerce" has become an e-commerce buzzword lately, but how can brands use it to their advantage? "In its most basic terms, 'headless commerce' refers to the decoupling of a website's presentation layer -- the front end -- from its commerce and business logic/function layer -- the back end...

As the B2B buyer continues to evolve, B2B sellers have more solutions than ever in their technology stacks. From CRM, sales content and asset management, to sales enablement, LMS and more, these technologies have been adopted in order to stay ahead of the changing behavior of prospects. However, whi...

During the last year, longstanding brick-and-mortar retailer chains such as Toys "R" Us, Payless, and Diesel USA have filed for bankruptcy. Failures like these happen despite the fact that U.S. consumer spending currently is high, and the unemployment rate is low. Why is that? We cannot address this...

Walmart has launched a limited beta of Walmart Voice Order, which lets consumers order groceries by voice using Google Assistant. The service can be used with a number of devices: tablets, watches and TV sets running Android 6.0+; smartphones running Android 5.0+; iOS 10.0+ devices; Google Home; and...