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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.

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Mitigating bad customer service is a full-contact team sport This article is sponsored by: Zoho logo 370px

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.

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Five customer experience trends from NRF 2023 that retailers need to know This article is sponsored by: Zendesk logo transparent 250x150px

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.

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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.

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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.

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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.

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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.

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Digital-first, but not digital-only - Williams Sonoma's omni-channel retail execution looks robust This article is sponsored by:

It's getting tougher in the home furnishings retail sector, but Williams Sonoma CEO Laura Alber is upbeat about her firm's omni-channel strategy.

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E-commerce declines for Lands' End, but third party online marketplace revenue is up 37.5% year-on-year This article is sponsored by:

Online marketplaces run by other retailers are proving a positive move for Lands' End.

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​​Superdrug sees a healthy future with launch of digital marketplace This article is sponsored by:

High street giant Superdrug to Mirakl ecomm to expand its product reach and to double what Superdrug.com shoppers can put in their baskets

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Enterprise hits and misses - Target flounders, Salesforce rebounds, and generative AI gets the enterprise use case review This article is sponsored by:

This week - Microsoft's Bing bot is flawed, but is enterprise search another matter? Enterprise software bellwethers turn in their earnings, with mixed reviews. Target's omni-triumphs face the headwinds, and in the whiffs, Zuckerberg downshifts the Metaverse.

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Target CEO sees an omni-channel retail 'new normal' on the horizon, but there are tough times ahead This article is sponsored by:

Better times ahead, but for now the retail sector remains in turbulent times and Target's not escaping that.

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Enterprise hits and misses - Adobe runs into Figma acquisition obstacles, ChatGPT flummoxes regulators, and the data-driven enterprise gets debunked This article is sponsored by:

This week - Adobe's Figma acquisition is far from a done deal. ChatGPT and generative AI provoke policy questions - will we get this right? Plus: the data-driven enterprise falls short, but why? In this week's whiffs, I give unlikely credit to... chatbots?

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