Achieving Omni-channel Commerce

Omni-channel stress It’s no secret to retailers – omni-channel is critical for success. But how many of them are doing it well? Total Retail just released their list of the Top 100 Omnichannel Retailers, where they scored the retailers based on the omni-channel experiences they offer to their customers.  The retailers were ranked based on […]

Continue reading

The Demise of the Physical Store

We have all seen headlines: the statistics that show consumers are making more purchases than ever online, so much so that, eventually, we will no longer have physical stores. However, that headline is becoming yesterday’s news as the conversation is starting to change. Of course, there is no doubt that online shopping will continue to […]

Continue reading

What Does ’B2B and B2C Convergence‘ Really Mean?

There has been a lot of discussion around B2B and B2C convergence, but what does that really mean? Is it about the business models converging? I doubt it, because as we all know, there are some very different business needs that are required for B2B customers compared to B2C. One example would be pricing contracts. […]

Continue reading

Make your contact center a profit center

Good news travels fast, but bad news travels even faster. It’s just a part of doing business in the digital age. Social media channels such as Facebook and Twitter, and mobile devices like smartphones and tablets, make it easier than ever to share information about a company, their products and their services. We’ve all seen […]

Continue reading

Insights from NRF: IBM Makes Retail Smarter with New Store Solution

At the National Retail Federation Convention this week, IBM and Toshiba Global Commerce Solutions announced a joint solution that will provide seamless cross-channel connectivity, leveraging common data and services, from the store across all channels.   This is the only solution in the market that provides a single point of commerce that is extended to the […]

Continue reading

Smart Retailers are Helping Multi-screen Customers get the Bargains They Want

It has been a successful start to the holiday shopping season.  According to the IBM Digital Analytics Benchmark, online sales this year were up over 20% compared to last year for black Friday, with 16% of the consumers buying with their smartphones.   Overall 58 percent of consumers used smartphones compared to 41 percent who used […]

Continue reading

Smarter Commerce in Action: Taking the Community Approach

How consumers shop today is much different than how they shopped even a few years ago.  Rather than relying on brands for product advice, consumers are increasingly turning to friends and social networks for guidance before making purchases. Can a community help you reach your customers?  Consider Hong Kong Department Stores, a Finnish retailer, and […]

Continue reading