Customer Engagement

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Customer Engagement

A collection of news, articles and other featured content about customer engagement, including a look at the in store experience, customer experience, customer service, personalization in retail, loyalty programs, and more.

Kroger Pilots Smart Cart Technology

The grocery chain is piloting smart grocery cart technology in Ohio to give shoppers a faster, contactless way to shop. Get the details.

ULTA Beauty’s CMO on Driving the Message of Equality

If any silver lining came out of 2020, it’s that consumers are demanding that retailers take a stance on key social issues — especially equality. Shelley Haus, CMO, ULTA Beauty and Crystal Harrell, senior director, communications, Procter & Gamble share insights from this year's most creative retail campaigns that drove home the message of equality.

At CES 2021, Corie Barry laid out the three biggest operational challenges brought on by the pandemic and how the retailer seamless met them as well as its plans for a post-COVID world.

As retailers look to make up for sales and win back customers, it is more important now than ever before to illustrate a true and deep understanding of consumers’ wants and needs to cater to them effectively and ultimately generate revenue and drive customer engagement for the long-term.

Janey Whiteside, Walmart’s chief customer officer, met with Deloitte’s chief global economist Ira Kalish to discuss meeting today’s shopper where they’re at and how the future is likely to unfold at retail stores. Hear what insights she shared on the outlook of retail shopping.

For those that survive and thrive post 2020, technology will be at the heart of all parts of the business. To stay ahead, retailers need to know the hot trends for 2021. You don’t want to miss industry insider Justin Honaman’s 8th annual look at the top retail tech trends to watch in the New Year.

IKEA has opened its first store in the U.S. to boast the retailer’s new, smaller format, offering a full range of products across just 115,000-square-feet of space. Get the details.

With most shoppers already primed for an omnichannel shopping journey, it’s time for retailers to leverage technologies that offer a seamless experience across channels and help consumers feel safe when shopping in-stores.

To ensure these relationships last well beyond a few convenient transactions today, e-commerce providers should consider segmenting customers according to their engagement behavior.

Shopping must stimulate the reward system in the brain from the initial contact with the salesperson and in-store environment to the goods themselves to spending money. Treating oneself to something must be more fun than waiting for a future delivery.

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