November 10, 2017 |

Explaining retail’s ‘mid-life crisis’: How retailers are reforging the customer journey to survive | Forbes

The following article written by ForeSee VP of Marketing Eric Feinberg was first published on Forbes. The retail industry is currently going through a very visible existential crisis. On one end,... Read More

Categories: Insights,Retail
October 26, 2017 |

A tale of two cafes: How prioritizing CX helped Panera and hurt Starbucks | Retail TouchPoints

In today's fast-changing consumer-based economy, it's simply not enough to identify problems. What's required is the ability to prioritize how and when to make improvements once problems have been identified. Take for instance the mobile ordering strategies of Starbucks and Panera for example. Read More

Categories: Insights,Retail
October 5, 2017 |

The blind spot in the Walmart-Google partnership against Amazon | MediaPost

It's easy to see why some observers of the recent Walmart-Google team-up would see this as a huge equalizer in both companies' efforts to stay competitive with Amazon. But that's probably the last thing it'll do. If Walmart truly wants to gain ground on Amazon, it'll need to lead by improving its customer experience strategy rather than piggybacking on Google technology in exchange for precious customer data. In doing so, Walmart has a pretty huge blind spot in its logic for the deal that comes down to digital contribution — or the contribution each portion of the customer's journey that contributes to the overall sale. Below are a few insights showing why this is more likely to boost Google than help Walmart compete against Amazon... Read More

Categories: Insights,Retail
October 3, 2017 |

5 useful BOPIS stats every retailer should know

Most consumers have used BOPIS, or Buy Online, Pickup In-Store. More specifically, about 2 in 3 people (61%) have utilized this emerging customer journey, which clearly means it’s more than... Read More

October 2, 2017 |

Our take on Forrester’s 2017 VOC Vendor Landscape Guide

The evidence of a relationship between customer experience and financial performance gets clearer every day. More and more, organizations realize the importance of collecting, measuring, and acting on Voice of... Read More