In luxury retail, executives from Prada, Versace, and Zegna referred to the customer experience as a selling ceremony at Oracle Retail’s Industry Forum in Lisbon, Portugal. Luxury brands are compelled ...

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 ...

Technology consultancy Deloitte Touche Tohmatsu Ltd. is beefing up its artificial intelligence capabilities with the launch of two services aimed at very specific industry sectors — logistics and ...

Artificial intelligence is transforming retail by offering personalized shopping experiences, from product recommendations to virtual try-ons. AI can also enhance retail by improving customer service, ...

Cricut, which makes smart cutting machines for crafters seeking to personalize their designs, faced customer service problems familiar to many retailers. The Cricut CX human agents, who support ...

In the ever-evolving customer service world, innovation isn't limited to technology and process improvements—it's also reshaping how businesses pay for the tools they use to support their customers.

What would happen if you smushed an entire holiday season, with all its intensity and high stakes, into a period lasting less than two weeks? And just to make things even more complicated, what if ...

In this article, we’ll examine these four retail engagement shifts and share how leading retailers are adapting their ...