Customer Experience

In this conversation with RIS News, Viscata’s operations director, Guillaume Benoit outlines how taking a data-driven approach has allowed the company to improve its handmade products and services, improve return rates, and get closer to the needs of its loyal customer base.

RIS has been bestowing its prestigious CIO of the Year Award for the retail industry’s most influential and innovative technologist for over a decade. This year, we are thrilled to present this award to Seemantini Godbole, CIO of Lowe’s.

Walmart is rolling out initiatives emphasizing engagement and expanding consumer offerings, including drone delivery and developing experiences within Roblox's virtual gaming platform.

Despite massive investments in digital transformation, the soaring trajectory of innovation, and consumers who increasingly expect exceptional commerce experiences, much of the infrastructure powering digital commerce has remained unchanged for the past 20 years. The limitations and perceived complexity of traditional e-commerce catalogs have made it difficult for multi-faceted businesses like franchises, channel partnerships, multi-brand organizations, and distributor-to-supplier networks to succeed. In reality, however, the problem is not complexity. The problem is a lack of strategic processes for managing that complexity, leading to poor integration of new data into catalogs and diminished brand identity, tarnishing the customer experience and reducing revenue. Poorly managed complexity causes back-office systems issues that ripple into front-end consumer interfaces and experiences.

Manufacturers and retailers have always had an important, symbiotic relationship. Given the supply chain issues caused by the pandemic, however, that relationship changed. With difficulty moving products from one place to another, many manufacturers began exploring direct-to-consumer sales as a way to maintain growth through uncertain times. In fact, D2C sales have been on a steady upswing for years, and are projected to surpass $200 billion by 2024.

The beauty retailer will now accept payment via employee devices in select U.S. stores. Get the details.

PacSun is upgrading its POS system, with a view to bringing the omnichannel experience to a broader segment of customers. Get the details.

Hungry Kansas students can now place orders and receive their food via an autonomous robot delivery service. Get the details.

Target is allowing customers to add their favorite Starbucks drinks and food to their Target Drive-Up orders, rolling out the service nationwide.

The new norm for the modern-day consumer includes access to multiple, convenient channels when interacting with a business. By combining your company’s touchpoints and contact channels to create an omnichannel customer experience, this will significantly enhance a consumer’s brand journey.