May 8, 2017 |

Why measuring conversion rates limits success (and how to fix it) | CMSWire

Kobe Bryant and Magic Johnson are both all-time great guards who played for the Los Angeles Lakers. Bryant is one of the highest-scoring players in league history with 25 points per game, and Johnson averaged 19.5 points per game. While Johnson may not have scored as many points, he averaged 11.2 assists per game. The lesson? Only by analyzing a more complete set of game statistics could Johnson’s overall contribution to Lakers' scoring be revealed to be just as great as Bryant’s — if not greater. Read More

Categories: Insights,Retail
May 3, 2017 |

When CX backfires: Amazon’s crazy PrimeNow customer journey

Amazon may be a leader in digital retail (with a founder who fully understands the value of Customer Experience measurement to boot), but not everything the company does reflects that.... Read More

Categories: Insights,Retail
May 1, 2017 |

The Retail Mullet: What Amazon’s new stores will look like | VentureBeat

Amazon is an undisputed leader in digital retail, but soon the online giant will venture into the realm of physical stores. This isn’t so much a choice for Amazon as it is a necessity if the company plans to remain a leader in retail. Modern retailers need an omnichannel strategy that understands and caters to every channel that customers shop in. So what will these physical stores look like? Read More

Categories: Insights,Retail
April 26, 2017 |

Retail isn’t at a tipping point, it’s at the beginning of an omnichannel revolution

Plenty is currently being discussed in business circles and financial publications about the state of the American retail industry, which is experiencing a big shift in operations and strategies toward... Read More

Categories: Insights,Retail
April 21, 2017 |

Here’s how retailers can meet Gen Z’s CX expectations – CMO.com

There’s a new demographic shaking up the retail status quo: Generation Z. Also known as post-millennials or the i-generation, this group, born after 1995, comprises more than one-quarter of the U.S. population and contributes over $44 billion to the American economy, according to a recent study. Read More

Categories: Insights,Retail
April 20, 2017 |

3 lessons on the importance of CX measurement from Amazon’s Jeff Bezos

The concept of Customer Experience (CX) for many is still associated with old adages like “the customer is always right,” but that’s been changing for a decade now. And over the next few years, you’re likely to hear CX measurement and CX Intelligence much more frequently as businesses become aware of things that business leaders like Amazon CEO Jeff Bezos has known from the start. Read More