5 articles

A.I. Comes of Age

How artificial intelligence will revolutionize customer engagement.

Siri, what’s the weather like in New York this week? Alexa, play playlist, jazz classics, in the living room. Just a few years ago, you would have wondered what on earth I was talking about with these two statements. However, now you’re likely very familiar with this type of conversation. Artificial intelligence (AI) has in […]

How a Modern Touch Might Save Retail

The store isn’t dead, just reinvented.

UPS’s recently released Pulse of the Online Shopper Global Study is full of insights about the new landscape for retail, an environment where goods routinely move across borders thanks to online marketplaces. Here’s what the study does not contain: Proof that the store is dead. Sure, the retail landscape is rapidly changing: Last year, a record-high […]

Focus on the Experience

How retailers can win over butterfly consumers.

For decades, the retail model worked: Open a store and consumers will come. Put a brand name or a logo on the item, and consumers will pay more. But then two seemingly unconnected events shook up the long-trusted model. First came the iPhone, a novel telephone with a touchscreen. This hit the market as the […]

How Cognitive Computing Is Reshaping Retail

The old retail playbook is no longer an option. Luckily, digital consumers are leaving clues for us to follow.

Cognitive computing is forever changing how we shop. How? Consider your social media activity. What did you post on Facebook this week? Twitter? Snapchat? You are sharing your one-of-a-kind digital footprint with the world through images, videos and chats that detail likes, dislikes, emotions and opinions. Retailers know they can “distinguish themselves by providing value […]

Meet My Friends: Personalization and Customer Experience

Want to build customer loyalty? Start here.

Much is written about personalization and customer experience – the two are natural bedfellows – and if we believe much of what we read, we would be forgiven for thinking that both are highly sophisticated and mature. Both are the product of much development and investment, consequently delivering that most elusive of factors: customer stickability or […]