Customer Engagement White Papers & Case Studies

  1. Outsmart eCommerce Giants To Win Online Shoppers in 2018: A Guide
    8/22/2018

    In this eBook, we explore what more than 4,000 consumers across four different regions of the world - United States, United Kingdom, Canada and Australia - value in their online experience, where opportunity exists, and how brands and retailers can execute to ensure that they maintain a competitive position as the industry continues to rapidly transform.

  2. Unleashing The Profitability Of High-Risk Digital Gift Cards
    5/7/2018

    The high fraud risks associated with digital gift cards has many merchants worried, despite the fact that overall gift card sales are projected to reach $180 billion in 2018, with a 200 percent increase for digital gift cards, specifically.

  3. Michaels Reduces Costs And Improves Customer Satisfaction With Visual IVR
    5/7/2018

    Self-service is increasingly popular with today’s retail customers as they seek more control over their time and experiences. In fact, research by Forrester indicates that 76% use web and mobile service channels to resolve their customer service inquiries.

  4. 5 Key Trends For Smarter eCommerce Fulfillment
    2/20/2018

    Half of US households have an Amazon Prime membership and have come to expect free, two day shipping. So now eCommerce executives are challenged to develop delivery strategies to compete with Amazon’s delivery capabilities in order to retain their best customers; and do it without losing money.

  5. Retail Technology Report Reveals Trends And Buying Behaviors
    2/20/2018

    Total Retail surveyed its retail executive audience to understand current and future retail technology trends and buying behaviors. The results show that while innovative retail technologies such as augmented and virtual reality, chatbots (i.e., artificial intelligence), and drones get a lot of media attention for how they’re going to disrupt the industry — it’s more basic solutions like marketing automation software, video and mobile websites that currently have retailers’ attention.

  6. Your eCommerce Guide To Outsmarting Retail Giants And Winning Online Shoppers
    2/20/2018

    72% of US online shoppers have a membership to an eCommerce marketplace such as Amazon or eBay. This guide will show you what retail tactics you should prioritize to win online shoppers in the year ahead

  7. Capitalizing On Retail Disruption: Retailers Use Location Intelligence To Build Customer Engagement
    12/21/2017

    Business goes through cycles of creative destruction and business evolves. Retailers that are unable to see threats or to strategically understand shifts in the market will not survive. However, those that are nimble—those that understand what is important and act quickly—not only survive but thrive.

  8. How To Make A Next Generation Store A Right Now Store
    11/6/2017

    The current media reporting on the state of retail stores paints a doom and gloom picture. Almost every day there are headlines of bankruptcy filings and store closures suggesting that the retail apocalypse is here. It’s clear that the retail industry is going through a transformational period that has many scaling back physical operations, but despite the news, people still want to—and still do—shop in stores.

  9. The Gift Of Wow: Preparing Your Store For The Holiday Season
    9/11/2017

    Being prepared for the holiday rush used to mean stocking shelves and making sure your associates were ready for the long hours. But the digital revolution has changed everything, most importantly, customer expectations. Retailers with a physical store presence should be asking themselves—what am I doing to wow the customer?

  10. Retailers Blueprint For Success - Enabling Great Customer Experiences
    8/29/2017

    Examine the common challenges holding retailers back and the five customer-focused commerce musts to building a unified customer experience.