Content about Customer experience management

April 16, 2014

Building and delivering unique and connected digital beauty experiences was the rationale behind L'Oréal's selection of Sitecore as a provider of customer experience management software.

Building and delivering unique and connected digital beauty experiences was the rationale behind L'Oréal's selection of Sitecore as a provider of customer experience management software.

Sitecore announced that its customer experience platform was selected by The L'Oréal Group to enable their marketers to deliver personalized customer experiences for its leading brands such as Vichy, L'Oréal Paris, Maybelline and Garnier.

March 26, 2014

Following a disappointing fourth quarter and fiscal year ended Feb. 1, Toys “R” Us hosted investors, industry analysts and the media and outlined its strategy for improving its operational performance and driving profitable growth in the future.

Following a disappointing fourth quarter and fiscal year ended Feb. 1, Toys “R” Us hosted investors, industry analysts and the media and outlined its strategy for improving its operational performance and driving profitable growth in the future.

March 25, 2014

The ability to integrate more data from more sources faster than ever to accelerate decision-making forms the core value proposition of an the new SAS Customer Intelligence solution unveiled this week at the software company’s Global Forum.

The ability to integrate more data from more sources faster than ever to accelerate decision-making forms the core value proposition of an the new SAS Customer Intelligence solution unveiled this week at the software company’s Global Forum.
 

February 18, 2014

The ability to develop actionable insights by listening to social conversations is among several powerful new capabilities that have been added to Microsoft Dynamics CRM portfolio.

The ability to develop actionable insights by listening to social conversations is among several powerful new capabilities that have been added to Microsoft Dynamics CRM portfolio.

Microsoft introduced a comprehensive set of new marketing and social listening capabilities to its Microsoft Dynamics CRM suite which are designed to help organizations match their customers to the right products and services, engage with them in the right way at the right time and nurture relationships.

January 6, 2014

An omnichannel transformation initiative underway at department store retailer Belk is being executed with the aid of Accenture following a recent agreement between the operator of 300 stores and the global management consultancy.

An omnichannel transformation initiative underway at department store retailer Belk is being executed with the aid of Accenture following a recent agreement between the operator of 300 stores and the global management consultancy.

Accenture has worked with Belk previously, but the recently announced agreement brings the consultant and retailer closer together as Belk looks to improve on its ability to provide customers a more seamless experience as part of its wide-ranging Omnichannel Transformation Initiative.

January 6, 2014

Supermarket chain Raley's Family of Fine Stores has hired an Austin, Texas-based company to help it launch a new social media rewards program.

Supermarket chain Raley's Family of Fine Stores has hired an Austin, Texas-based company to help it launch a new social media rewards program.

August 13, 2013

Robert Howard is the newest partner in the Retail and Consumer Products Group at management consulting firm Kurt Salmon.

Robert Howard is the newest partner in the Retail and Consumer Products Group at management consulting firm Kurt Salmon.

August 1, 2013

eBay Enterprise has partnered with OrderGroove so it can integrate its commerce technology with the subscription commerce solutions provider’s retail platform and offer subscription programs to its vast network of omnichannel retail clients.

NEW YORK, N.Y. — eBay Enterprise has partnered with OrderGroove so it can integrate its commerce technology with the subscription commerce solutions provider’s retail platform and offer subscription programs to its vast network of omnichannel retail clients. 

July 9, 2013

Women’s apparel brand and retailer Lilly Pulitzer is turning to supply chain commerce solution provider Manhattan Associates to revamp its omnichannel retail capabilities so it can address its growing brick-and-mortar and e-commerce businesses.

Women’s apparel brand and retailer Lilly Pulitzer is turning to supply chain commerce solution provider Manhattan Associates to revamp its omnichannel retail capabilities so it can address its growing brick-and-mortar and e-commerce businesses. 

June 3, 2013

Ikea and 89 Degrees, a marketing solutions provider, will give a presentation on the company’s loyalty program at this years’ Customer Relationship Management Conference Tuesday, June 18 at the Hilton, Chicago.

BURLINGTON, Mass. — Ikea and 89 Degrees, a marketing solutions provider, will give a presentation on the company’s loyalty program at this years’ Customer Relationship Management Conference Tuesday, June 18, at the Hilton, Chicago.

89 Degrees helped the company leverage Big Data to drive its omnichannel marketing, 

April 15, 2013

The torrent of customer feedback unleashed by e-commerce and social media is a good thing, as long as companies are able to mine the data to identify problems and improve operations.

The torrent of customer feedback unleashed by e-commerce and social media is a good thing, as long as companies are able to mine the data to identify problems and improve operations.

To help retailers and consumer packaged goods companies address that challenge Empathica, a customer experience management solutions provider, and Semantria, a provider of multi-lingual text analytics, have joined forces to offer new natural language processing capabilities.

March 14, 2013

IBM has opened its Customer Experience Lab in New York with the goal of helping business leaders transform the way customers experience their products, services and brands through the use of mobile, social, cloud and advanced analytics technologies.

ARMONK, N.Y. — IBM has opened its Customer Experience Lab in New York with the goal of helping business leaders transform the way customers experience their products, services and brands through the use of mobile, social, cloud and advanced analytics technologies. 

 IBM scientists and business consultants will co-create with clients to deliver systems that learn and personalize the experiences of each individual customer, identify patterns, preferences and create context from Big Data, and drive scale economics. 

February 28, 2013

ShopKeep POS was presented with a Bronze Stevie Award for Front-Line Customer Service Team of the Year in the Computer Hardware, Services & Software category at the seventh annual Stevie Awards for Sales & Customer Service.

NEW YORK — ShopKeep POS was presented with a Bronze Stevie Award for Front-Line Customer Service Team of the Year in the Computer Hardware, Services & Software category at the seventh annual Stevie Awards for Sales & Customer Service. Other finalists in this category included Rackspace Hosting and nFocus Solutions.

ShopKeep POS was founded in 2008 by Jason Richelson, a former multi-store retailer in NYC, whose keen eye for merchant pain points and needs has influenced how he has built every inch of the company.

February 26, 2013

According to the American Customer Satisfaction Index's (ACSI) annual E-Commerce Report, produced in partnership with customer experience analytics firm ForeSee, customer satisfaction with e-commerce websites continues to rise, gaining 1.2% to 81.1 on the ACSI's 100-point scale.

ANN ARBOR, Mich. — According to the American Customer Satisfaction Index's (ACSI) annual E-Commerce Report, produced in partnership with customer experience analytics firm ForeSee, customer satisfaction with e-commerce websites continues to rise, gaining 1.2% to 81.1 on the ACSI's 100-point scale. 

February 21, 2013

Lowe’s announced that Lara Lee will join the company as SVP customer experience design, effective Feb 25.

MOORESVILLE, N.C. — Lowe’s announced that Lara Lee will join the company as SVP customer experience design, effective Feb 25. Lee will report to Robert J. (Bob) Gfeller, customer experience design executive.

Lee will be responsible for translating business strategies into integrated, multi-channel experiences that deliver value to home improvement consumers. Named a “Master of Innovation” by BusinessWeek in 2006, Lee has driven customer-centric business transformation for more than 20 years.

January 18, 2013

Luxury shoppers are more likely to use mobile channels when shopping but are slightly less satisfied with e-commerce overall, according to the Luxury E-Retail Satisfaction Index released by customer experience analytics firm ForeSee.

ANN ARBOR, Mich. — Luxury shoppers are more likely to use mobile channels when shopping but are slightly less satisfied with e-commerce overall, according to the Luxury E-Retail Satisfaction Index released by customer experience analytics firm ForeSee. Luxury brands have an aggregate score of 77 on the study's 100-point scale, falling just short of the average score of the top 100 online retailers overall (78).

October 15, 2012

In today’s connected world, complex technologies are creating richer consumer experiences, but are also creating greater expectations. With the explosion of connected and mobile devices in recent years, consumers now have better control of their interactions with the companies whom they choose to do business with than ever before.

In today’s connected world, complex technologies are creating richer consumer experiences, but are also creating greater expectations. With the explosion of connected and mobile devices in recent years, consumers now have better control of their interactions with the companies whom they choose to do business with than ever before. This is good news for the consumer electronics industry as it represents an excellent opportunity to engage with customers on a more regular basis.

October 1, 2012

LightHaus announced that Foot Locker has deployed the LightHaus Visual Customer Intelligence (VCI) solution to measure customer traffic and sales conversion rates at all of its Champs Sports stores in the United States and Canada, as well as its Foot Locker Canada stores.

VANCOUVER — LightHaus  announced that Foot Locker has deployed the LightHaus Visual Customer Intelligence (VCI) solution to measure customer traffic and sales conversion rates at all of its Champs Sports stores in the United States and Canada, as well as its Foot Locker Canada stores. The chain is adopting LightHaus VCI in stores in the U.S., Canada, Europe, and Australia.

September 17, 2012

Brad Anderson was named to the board of LightHaus, a provider of shopper insights based on video analytics.

Brad Anderson was named to the board of LightHaus, a provider of shopper insights based on video analytics.

June 28, 2012

Sam's Club was among the highest-rated companies for customer service, according to new research from the Temkin Group. Other retailers included Publix, Hy-Vee, H.E.B., ShopRite, Aldi, Giant Eagle and JCPenney.

Sam's Club was among the highest-rated companies for customer service, according to new research from the Temkin Group. Other retailers included Publix, Hy-Vee, H.E.B., ShopRite, Aldi, Giant Eagle and JCPenney.

Other companies earning top marks included Chick-fil-A, credit unions and Starbucks. Meanwhile, companies with the lowest ratings included Charter Communications, Time Warner Cable, Comcast, Citibank, Qwest, Cigna, and Bank of America.

June 27, 2012

Publix, Hy-Vee, H.E.B., Sam's Club, ShopRite, Aldi, Giant Eagle and JCPenney were among the highest-rated companies for customer service, according to new research from the Temkin Group.

WABAN, Mass. — Publix, Hy-Vee, H.E.B., Sam's Club, ShopRite, Aldi, Giant Eagle and JCPenney were among the highest-rated companies for customer service, according to new research from the Temkin Group.

Other companies earning top marks included Chick-fil-A, credit unions and Starbucks. Meanwhile, companies with the lowest ratings included Charter Communications, Time Warner Cable, Comcast, Citibank, Qwest, Cigna, and Bank of America.

May 8, 2012

Lowe's continues to implement its customer-focused strategy with the creation of new executive roles.

MOORESVILLE, N.C. — Lowe's continues to implement its customer-focused strategy with the creation of new executive roles. The company has created a customer experience division that will be led by Gregory Bridgeford, chief customer officer, who is responsible for creating customer experiences that will best serve customers and differentiate Lowe’s from its competitors.

Reporting to Bridgeford are:

March 15, 2012

Many companies can claim they have excellent customer services, but now Saks Inc. has the award to back that claim up.

NEW YORK — Many companies can claim they have excellent customer services, but now Saks Inc. has the award to back that claim up. The company announced that it was recognized at the J.D. Power and Associates Customer Service Roundtable in Orlando, Fla. on March 14 as a 2012 Customer Service Champion—one of only 50 companies to have earned this distinction this year.

February 27, 2012

Lowe's rebranding efforts and focus on delivering a better customer experience seem to be paying off as the company ended the year with strong fourth-quarter sales and earnings.

MOORESVILLE, N.C. — Lowe's rebranding efforts and focus on delivering a better customer experience seem to be paying off as the company ended the year with strong fourth-quarter sales and earnings.

The company reported net earnings of $322 million for the fourth quarter, a 13% increase over the same period a year ago. Diluted earnings per share increased 23.8% to 26 cents from 21 cents in the fourth quarter of 2010. 

February 14, 2012

Research results released Tuesday by Temkin Group, which rates the customer experience of 206 large companies across 18 industries, showed that only eight companies deliver excellent customer experience: Sam's Club and Publix led the pack, followed by Starbucks, Subway, Chick-fil-A, Aldi, Winn-Dixie, H.E.B., and credit unions.

WABAN, MASS. -- Research results released Tuesday by Temkin Group, which rates the customer experience of 206 large companies across 18 industries, showed that only eight companies deliver excellent customer experience: Sam's Club and Publix led the pack, followed by Starbucks, Subway, Chick-fil-A, Aldi, Winn-Dixie, H.E.B., and credit unions.

According to the 2012 Temkin Experience Ratings, in its second year, 76 companies (37% of the total) earned "poor" or "very poor" ratings.