JOANN has improved its omnichannel customer service experience through a partnership with Gladly. The platform lets JOANN route queries to the specific customer service agent best-suited to resolve ...

Bringing personalization beyond curated web experiences can require some special consideration. Associates play an important role in in-store personalization, but they need the right equipment to work ...

For brands and retailers, it’s no secret that a more personalized customer experience typically leads to increased engagement and sales. And yet, so many companies struggle to implement what I call ...

In 2023, the UK’s business sector weathered storms such as geopolitical tensions, the cost-of-living crisis, and an economic downturn. This turbulence looks set to continue well into 2024, forcing ...

We celebrate Customer Service Week and CX Day in the first week of October. Customer service is a term neatly nested within a more robust category known as customer experience (CX). Many other factors ...

AI, ML and NLP are changing the ways brands interact with customers. This article will look at the ways they are shaping marketing personalization. Artificial intelligence (AI), machine learning (ML), ...

In the dynamic customer service landscape, the stakes are higher than ever. In fact, 80% of organizations expect to compete mainly based on CX. Customers today have lofty expectations for how they ...

Few things are as personal to a shopper as their health. Everyone has their own health needs and goals, and there is no one-size-fits-all solution to any fitness regime. GNC has embraced the need for ...

There's been a marked increase in the use of digital tools among customer service teams over the past two years, after the pandemic brought home the importance of digital connection and automation to ...

This article is part of our new editorial package, The Future of Shopping, in which we predict how the retail landscape will be shaped over the next decade. Click here to read more. Piles of unfolded ...