Wayfair furnishes improved customer search experiences with ML tech This article is sponsored by:
In a novel, design-led partnership, the two companies are bringing the benefits of programmatic labelling to computer vision.
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River Island uses Snowflake technology to fit out the business with fashionable insight This article is sponsored by:
The fashion retailer is adopting a range of Snowflake technologies to ensure its employees have integrated access to potentially game-changing information.
Tableau Conference 2023 - John Lewis Partnership seeks 'ideas from anywhere' via the Netflix and TikTok of insights This article is sponsored by:
There's a data analytics revolution underway at John Lewis Partnership and it's empowering new ideas from the firm's thousands of Partners.
Enterprise hits and misses - Bed Bath & Beyond hits the retail wall, cloud vendors meet headwinds, and the generative AI era rolls on This article is sponsored by:
This week - it's curtains for Bed, Bath & Beyond - but why? Cloud vendors face the macro-economic headwinds, while consumer sentiment is a mixed bag. The enterprise continues to grapple with generative AI. As always, your whiffs.
Bed, Bath & Bankruptcy - cataloging the multi-year failure of an omni-channel retail transformation This article is sponsored by:
Bed, Bath & Beyond has been on a long omni-channel transformation journey, but with too little, too late being the inevitable end.
What Zuora's Subscription Economy Index tells us about growing adoption of the XaaS model This article is sponsored by:
The latest Subscription Economy Index from Zuora is a useful measure of growing adoption of digital services - but is it just the tip of an XaaS iceberg?
Never waste a good crisis! The worldview according to Amazon CEO Andy Jassy This article is sponsored by:
The macro-economic climate is producing short-term headwinds, but innovation and change can win out, with AWS a case in point.
Tractor Supply puts the power of data into the hands of its employees This article is sponsored by:
The retail giant is using Honeywell devices and software to create a handheld platform for improved operational and customer service activities across 2,000 stores.
Mitigating bad customer service is a full-contact team sport
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What drives exasperated customers to unleash fury? Raju Vegesna of Zoho explains why apologies aren't enough - and looks at the ways that authority and accountability can be unified across an organization to mitigate the risk of customer revenge.
Five customer experience trends from NRF 2023 that retailers need to know
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Consumers are rewarding retailers who provide low-friction, flexible and sustainable offerings. Prelini Udayan-Chiechi of Zendesk shares the five big takeways from NRF2023 - and how retailers can deliver a competitive omnichannel customer experience.
How McDonald's took complaint resolution from 10 days to 10 seconds with digital vouchers This article is sponsored by:
Working with Ventrica and Zendesk, McDonald's has slashed its customer response time and made significant sustainability gains.
Ulta Beauty has a cloud makeover to get more personal with its customers This article is sponsored by:
The US retailer is using the in-memory database alongside a cloud-based micro-services architecture to provide caching support for new customer experiences.
Enterprise hits and misses - generative AI gets enterprise scrutiny, Credit Suisse gets a lifeline, and digital transformation failures get dissected This article is sponsored by:
This week - tech vendors have a lot to say about generative AI - and so do I, thanks to new field reports. Credit Suisse avoids the abyss (and so do we), and tech spending gets a fresh look via the latest data. In the whiffs section, I debut my first generative AI animation.
Shopping for online profitability - Kroger CEO Rodney McMullen plays a pragmatic omni-channel long game This article is sponsored by:
Digital is a priority for Kroger, both in terms of convenience for customers and profit (eventually) for the retailer.
