Remember when big box retailers crushed the “mom and pop” shops that once formed the backbone of retail? The same thing is threatening to happen online, accelerated by the unprecedented challenges, ...

Editor's Note: This piece was written by Head of Customer Experience (CX) and Social Engagement at 7-Eleven, Jerry Campbell. Opinions are the author's own. It's no surprise to anyone that retailers ...

America’s retailers are racing to overhaul customer-service operations. And for good reason. Digital retail is seeing massive growth. In March 2020, retail transaction size was 74% higher than the ...

By adopting Zoom CX solutions capable of combining voice, chat and video in a single platform Cricut was able to dramatically ...

Verizon is upping its minimum wage, announcing on Monday that it will now pay at least $20 per hour to retail, sales and customer service teams nationwide. The company says that the new increase will ...

In their efforts to deepen customer relationships in the face of economic uncertainty, many forward-thinking brands have transitioned from helping customers in an efficient, yet seemingly ...

Understanding the nuances of consumer behavior is paramount for marketers and customer experience leaders, naturally. The digital revolution, coupled with the rise of generative AI and the increasing ...

It's now established that the pandemic accelerated the transformation of every industry by forcing much of the world to swiftly digitize most facets of daily life, with some industries on ...

The ease of online and omnichannel shopping due to the pandemic has elevated consumers' expectations. More than half of respondents (58%) said their customer service expectations are higher today than ...