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Author Archive | Jill Finger Gibson

pokemongo

Intelligent Search and the Lesson of Pokemon GO

In recent months I’ve noticed that in vendor briefings and conference presentations, search, and more specifically intelligent search, have come up as opportunities for improving customer experiences. Intelligent search, whereby a search engine tracks a user’s search behavior and adapts its algorithm to their habits, is one way to reduce the time and effort an online… read more >

Slack bots directory

Why Bots Should Matter To Customer Experience Professionals

Bots may already be old news for you if you are an investor or tech professional in Silicon Valley, where from what I hear they have already been a hot topic for at least the last year. The numbers bear this out: according to CB Insights, artificial intelligence start-ups (of which bots are a portion) raised… read more >

Source: comScore

Why the Mobile e-Commerce Market Should Be Larger By Now

While the mobile e-commerce market is definitely on the rise in the U.S., it should be much larger by now. Compared to other developed countries with smaller e-commerce markets, as well as to desktop e-commerce at home, the U.S. is lagging. eMarketer estimates that in 2015, mobile e-commerce sales as a proportion of total e-commerce were as high… read more >

Digital Clarity Group

Successful Technology Implementation Requires Buyer Preparation

What are the ingredients for a successful technology implementation for customer experience management? Obviously, selecting the right technology is important. And yet, with all the high-quality technology choices available, an astonishingly high number of technology implementations fall short of success. The Standish Group, a research firm that tracks the state of the software development industry, found in a survey of 50,000 IT… read more >

Free Developer Report

Preparation Pays: The Role Technology Buyers Play in Implementation Success

Having the right technology infrastructure is vital to an organization’s success in today’s digitally enabled world. Technology buyers embarking on a platform selection, whether it be for hardware or software, are spoiled for choice in the variety of products and solutions available from vendors across the globe. Should an organization decide to hire an external… read more >

Digital Clarity Group

Latest Stats Show Mixed Picture For Retail E-Commerce in U.S.

The latest quarterly statistics on the retail sector, including retail e-commerce, were released from the U.S. Department of Commerce earlier this week. Once you are able to digest the dense government language and poorly-formatted charts and tables, you can see that the overall picture is positive, with growth pointing in all the right directions. Yet the data also… read more >

Digital Clarity Group

Walmart’s Jet.com Acquisition: Defensive and Questionable

Walmart announced earlier this week that it had agreed to acquire e-commerce start-up Jet.com for $3.3 billion, making headlines as the largest e-commerce acquisition to date. In this light, Unilever’s recent splash of $1 billion for Dollar Shave Club now seems almost quaint by comparison. While Walmart can certainly afford such a purchase, it smacks of… read more >

Digital Clarity Group

Consumers Want Omnichannel, But Have Privacy Concerns

How well are retailers delivering omnichannel experiences? How do consumers feel about their current online and in-store shopping experiences?  A new study, recently published by Periscope by McKinsey, set out to answer these questions. The study, based on a survey of about 1600 respondents in the U.S. and the U.K., during July 2016, showed that consumers want better… read more >

Digital Clarity Group

Content And Commerce Fuels Unilever’s Buy of Dollar Shave Club

Can a start-up that sells razor blades online be worth $1 billion? Unilever believes so. Last week, the consumer products goods (CPG) behemoth Unilever purchased company Dollar Shave Club (DSC) for that amount. What it got in return is a prototype for great content and commerce integration. While at first glance this may seem another example of an established… read more >

Digital Clarity Group

The U.K.’s Role in Cross-Border E-Commerce After Brexit

The UK is one of the largest e-commerce markets in the world, with 14.5% of total retail sales now online and those online sales constituting nearly $174 billion. And though it isn’t the largest country in the E.U. in terms of population – that title goes to Germany which has some 20 million more citizens… read more >

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