Content about Customer experience

April 16, 2014

Building and delivering unique and connected digital beauty experiences was the rationale behind L'Oréal 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 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.

April 2, 2014

The Nordstrom’s Customer Experience Center is a replica of a store where the department store operator can bring together salespeople, suppliers and customers to share feedback on new concepts before they are introduced to stores.

The Nordstrom’s Customer Experience Center is a replica of a store where the department store operator can bring together salespeople, suppliers and customers to share feedback on new concepts before they are introduced to stores.

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 17, 2014

Dutch physicist Niels Bohr wasn’t talking about the retail industry when he said, “prediction is very difficult, especially about the future,” but the comment couldn’t be more relevant given the volatility facing the retail industry.

Dutch physicist Niels Bohr wasn’t talking about the retail industry when he said, “prediction is very difficult, especially about the future,” but the comment couldn’t be more relevant given the volatility facing the retail industry.

The idea of customer purchases being limited to brick-and-mortar stores faded long ago. Digital technologies, such as the Internet and mobile devices, and evolving shopping channels have made it difficult to distinguish what is and is not a “store.”

March 4, 2014

Lowe's has named Michael A. Jones as the company's chief customer officer, effective April 30. Jones currently serves as Lowe's chief merchandising officer, overseeing the full merchandise offering for all Lowe's U.S. stores and Lowes.com, as well as all global sourcing activities.

Lowe's has named Michael A. Jones as the company's chief customer officer, effective April 30. Jones currently serves as Lowe's chief merchandising officer, overseeing the full merchandise offering for all Lowe's U.S. stores and Lowes.com, as well as all global sourcing activities.  

Jones will succeed Gregory M. Bridgeford, who plans to retire after 32 years with the company.

In his new role, Jones will be responsible for overseeing customer experience design, merchandising, marketing and communications and digital interfaces.

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 15, 2014

Chris Saridakis, president of eBay Enterprise, a division of eBay, has resigned for personal reasons, according to the company.

Chris Saridakis, president of eBay Enterprise, a division of eBay, has resigned for personal reasons, according to the company.

An external search will be conducted for a successor, the company said. Until the search is completed, Tobias Hartmann, VP, omnichannel operations and international, will serve as the company’s interim head.

Saridakis had served as president of eBay Enterprise since June 2011, following the company’s acquisition of GSI Commerce (renamed eBay Enterprise in 2013), where he was part of that company’s management team.

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.

December 2, 2013

Change is constant, as they say, and we’ve all seen a lot of that, especially in the past few years. But as I look 10 years into the future, I think we’re actually in the early days of not just more change, but wholesale revolution, too. “Revolution” is a strong — and possibly overused — term. Why are the next 10 years different? Fundamentally, our customer has changed more in the past three years than in the past 30 and the pace of change is poised to accelerate in the coming decade.

Change is constant, as they say, and we’ve all seen a lot of that, especially in the past few years. But as I look 10 years into the future, I think we’re actually in the early days of not just more change, but wholesale revolution, too. “Revolution” is a strong — and possibly overused — term. Why are the next 10 years different? Fundamentally, our customer has changed more in the past three years than in the past 30 and the pace of change is poised to accelerate in the coming decade.

November 27, 2013

Lowe’s has integrated Point Inside's StoreMode mobile shopper engagement platform into its mobile app to improve the in-store customer experience, just in time for Black Friday and Cyber Monday.

Lowe’s has integrated Point Inside's StoreMode mobile shopper engagement platform into its mobile app to improve the in-store customer experience, just in time for Black Friday and Cyber Monday.

Shoppers at all Lowe's locations will be able to use the Product Locator capability to search for products and instantly see where they are located on a detailed store map using Lowe's iOS and Android mobile apps or Lowe's mobile-optimized website.

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.

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. 

April 16, 2013

Assurant Solutions, a leading provider of extended protection programs and services, has appointed Jeff Unterreiner as SVP of its extended protection solutions business.

Assurant Solutions, a leading provider of extended protection programs and services, has appointed Jeff Unterreiner as SVP of its extended protection solutions business. 

Unterreiner now has overall management responsibilities for the company’s extended service contract and vehicle service contract business. 

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 27, 2013

Fouth quarter same store sales fell by a jaw-dropping 31.7% at J.C. Penney, but CEO Ron Johnson insisted the company continues to make great strides with its one year old transformation strategy.

Fouth quarter same store sales fell by a jaw-dropping 31.7% at J.C. Penney, but CEO Ron Johnson insisted the company continues to make great strides with its one year old transformation strategy.

The company report an adjusted net loss for the quarter of $427 million, or $1.95 a share and a full year adjusted net loss of $766 million or $3.49 a share.

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).

January 17, 2013

Signet Jewelers teamed up with IBM to give its national U.S. store chains, Kay Jewelers and Jared the Galleria of Jewelry, a digital makeover.

ARMONK, N.Y. and AKRON — Signet Jewelers teamed up with IBM to give its national U.S. store chains, Kay Jewelers and Jared the Galleria of Jewelry, a digital makeover.

The digital marketing redesign has transformed the multichannel experience for Kay and Jared customers, according to Signet, and resulted in consistent sales growth, including a year-over-year increase of 49% in online sales, as reported in the company's recently announced holiday sales for fiscal 2013.

January 14, 2013

Online retailers are focused on retaining existing shoppers by giving them a better online shopping experience.

NEW YORK — Online retailers are focused on retaining existing shoppers by giving them a better online shopping experience.

As shoppers become increasingly connected, online retailers are developing strategies to increase web conversion and loyalty.

According to the 2013 Shop.org/Forrester Research Inc. State of Retailing Online survey, 51% of retailers surveyed say their top priority for 2013 is site optimization, including checkout optimization, alternative payments, user experience, testing and product detail page enhancements.

October 24, 2012

As part of a larger initiative to upgrade the customer experience and localize offerings in its 640 stores nationwide.

REDWOOD SHORES, Calif. — As part of a larger initiative to upgrade the customer experience and localize offerings in its 640 stores nationwide. The Finish Line will roll out new Oracle Retail merchandising, planning, stores and CRM solutions. The athletic-goods retailer is leveraging Oracle’s cloud computing services in the process.

The Finish Line will use the integrated retail systems to tailor offerings to customer and regional preferences.  

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.

September 25, 2012

Staples plans to improve customer experience, accelerate growth and deliver value to shareholders through a new strategic plan.

FRAMINGHAM, Mass. — Staples plans to improve customer experience, accelerate growth and deliver value to shareholders through a new strategic plan. Under the plan, Staples will integrate its retail and online offering, increase investment in its online businesses, reorganize its operations, implement leadership changes, initiate a multi-year cost savings plan, and restructure its international operations.

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.