When you can track customers through your point of sale system, you can manage your relationship with your customers and improve your service. To track purchases effectively, you must be able to ...

Customer experience professionals must be getting better at what they do. They define their biggest challenge as cross-functional communication across business departments, up slightly from 2023. But ...

Most businesses around the world are being forced to take a hard look at their budgets, thanks to the coronavirus pandemic. The smart ones, however, have realized that increasing spend on things like ...

Smartphones, smart TVs, and even smart homes, it seems that everything is connected to the internet these days. It is near impossible to get anything done without Wi-Fi connection or subscribing to ...

Adobe Inc. is updating its Adobe Real-Time Customer Data Platform offering with new capabilities that it says will help customers overcome plans by Google LLC to block third-party cookies. The company ...

Having many returning customers is the goal of most successful businesses. Returning customers not only keep a consistent revenue stream coming in, they also typically refer others to a business's ...

While some customer experience professionals may find KPI efforts unworthy of their time, the reality is that measuring the right metrics is crucial. Customer experience professionals know they have ...

Physical tracking in shops has been a global trend since at least 2013. Using a cell phone’s location data and video monitoring, retailers have been tracking customers’ movements through stores in an ...

Organizations that track their performance are able to improve their employees' efficiency and enhance the effectiveness of their operations. However, it can be difficult to know what to track, given ...

It seems like a simple enough question. But like most simple questions, when you get under the hood, the first answer isn’t always the right answer. You might find that you think you’re building a ...

Rock/Creek has a lot to gain from learning about its customers — particularly their plans for outdoor adventures. The retailer’s most valuable shoppers are those who are about to “graduate”— set off ...