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 19, 2017 |

VOC Leaders: How Vera Bradley is closing the gap on ‘Store Non-Purchasers’ with CX intelligence

Vera Bradley is an apparel retailer that specializes in women’s accessories and handbags that cares deeply about the satisfaction of its customers. We sat down with Vice President of Retail... Read More

Categories: Client Voices,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
September 22, 2017 |

VOC Leaders: How West Marine saw an increase in store traffic thanks to CX intelligence

Benazir Shaikh is User Experience Analyst at West Marine, the largest specialty retailer of boating supplies and accessories, with more than 260 stores located in 38 states and robust mail-order... Read More

Categories: Client Voices,Retail