Most businesses around the world are being forced to take a hard look at their budgets, thanks to the coronavirus pandemic. The smart ones, however, have realized that increasing spend on things like ...

Customer experience professionals must be getting better at what they do. They define their biggest challenge as cross-functional communication across business departments, up slightly from 2023. But ...

Physical tracking in shops has been a global trend since at least 2013. Using a cell phone’s location data and video monitoring, retailers have been tracking customers’ movements through stores in an ...

While some customer experience professionals may find KPI efforts unworthy of their time, the reality is that measuring the right metrics is crucial. Customer experience professionals know they have ...

Australian grocery chain giant Coles currently gains valuable data on its customers' purchasing habits, but only if they use the company's loyalty card upon checkout either online or on in-store.

Big data meets big brother? Nordstrom (NYSE:JWN) is tracking customers as they wander through its stores. The retailer watches shoppers' smartphone Wi-Fi, collecting big data to "optimize shopping ...

Zuper (https://zuper.co) is an intelligent field service management and customer engagement platform for organizations that features basic and optional customizable modules to facilitate optimized ...

Apple will reportedly deploy its new iBeacon location tracking technology in its retail stores that will work with iOS 7 devices to enhance the store experience for prospective shoppers, while also ...

Salesforce.com Inc. today announced a variety of new features and services at its Dreamforce conference in San Francisco aimed at helping companies improve interactions with customers. Leading the ...

I'm a career developer who has taken on a different role in my company. We're kind of in a "startup mode", so in addition to some various development duties I am managing the support and some customer ...

Last year, Verizon and AT&T made headlines when researchers discovered they had been engaging in some unsavory customer tracking techniques, using unique identifier numbers or "perma-cookies" to track ...