Every few years a new technology comes along that alters the landscape for service providers. In the not-too distant past it was something called the Internet. Then came the smartphone. Today it’s Artificial Intelligence (AI). But although most service providers clearly see how AI improves their overall business operations, they may not realize how it can specifically enhance the customer experience. If you haven’t yet seen the light about AI and customer service, it’s time…  MORE

When Amazon bought Whole Foods for billions, it wasn’t because they lacked access to organic kale and cage-free eggs. Making the deal turned Amazon into a true omni-channel retailer. In the simplest terms, omni-channel retail is how business-to-consumer companies are adapting to 21st century customer behavior. Wherever they are, whatever they’re doing, consumers expect the same personalized experience online, via mobile devices, and in-store. Omni-channel provides that multi-prong set of options. Just a few years ago,…  MORE

During lunch with an old friend last week, we talked about how much has changed since we first met over 30 years ago. Politics, the music business, fashion, pop culture, the list goes on. And so much was impossible to foresee. The highlight was when my friend whipped out his smartphone and said, “Who would’ve thought we’d have these things?” True. Where as an iPhone was once only in the domain of science fiction, it’s…  MORE

Over the last 3-4 years, the retail industry has been grappling with digital disruption. Whether one has succeeded or struggled to adapt, there’s no debate that the pace of change won’t slow down any time soon. The key is to recognize the challenges and seek the many opportunities of implementing a true digital transformation. The retailers that do so will be able to not only compete, but will profit in this chaotic marketplace. However, even…  MORE

If you’re a retailer, technology can seem like a constant game of catching up. First you needed a world-class e-commerce site, then the right CRM solution, then the ideal marketing automation software. Now you have to adapt to Virtual Reality (VR). You’ve undoubtedly read article after article about how VR is infiltrating every aspect of life. Medicine, education, sports, gaming, travel and many other sectors are changing with the use of this space-age technology. It’s…  MORE

If necessity is the mother of invention, then no business segment follows that credo more than retail. Companies are constantly adapting to new consumer demands, trends, quirks and behaviors. And increasingly, that means integrating technology deeper and wider into their operations, to the benefit of employees, customers and of course profits. What’s on the technical horizon for retail? Here’s our take: Technology everywhere Retailers are creating a clear path to purchase on social, mobile, and…  MORE

Retail has always took advantage of new technology. From neon signs to cash registers to the shopping cart with wheels, technology has continually made it easier for consumers to shop and for store owners to sell. Now comes yet another advancement that’s already changing the retail landscape: Machine Learning. In fact, some experts feel machine learning will have a similar impact on retail as the industrial revolution did on manufacturing. For those unfamiliar with the…  MORE

If you attended the 2016 Consumer Electronics Show, you couldn’t help but notice the endless amount of virtual technology being promoted. The display makes sense. With the way virtual reality (VR) is moving, it’s quickly becoming a major source of content delivery. And just like video was in the not-too-distant past, VR will present opportunities but also hurdles for telcos and content service providers. Video caused a substantial increase in Internet traffic. VR will increase…  MORE