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Customer Experience

A collection of news, articles and other featured content about Customer Service.

The coffee chain said the ‘to go’ model was highly effective when deployed first in China in reaction to the COVID-19 spread.

A look at how legacy brands can keep pace in today’s retail environment, including how many CPG companies are reconfiguring their operations to meet shopper demand.

The French luxury conglomerate will pivot three of its perfume manufacturing facilities to help produce hand sanitizer in response to the shortage.

A case study in how the turkey giant used voice technology to reach and engage with consumers right in their kitchens.

In the face of extreme competition, creating relevance and consumer appeal is now critical to stimulate new growth, and it’s coming in many forms as companies go to great lengths to drive competitiveness.

Walmart may begin testing a membership program to take on Amazon Prime as soon as this month, begging the question of whether consumers would pay for two very similar offerings.  

The future of desserts is dairy-free, and Ben & Jerry’s is heeding the call.

Shinola tapped old-school designs to engage consumers in a new way during the most recent holiday season. The luxury watch, accessory and bicycle brand trialed the Picture Flap installation at its King of Prussia, Pa., location this past November and December.

CGT launches a new, ongoing overview of shopper-facing technology providers by presenting a list of solutions we personally encountered in the first half of 2017.

Behavioral analytics and insights are expected to help supermarket chain Hy-Vee better understand its customers lifestyle preferences.

Delivering a perfect customer experience involves solving real-world problems by getting the right data to the right employee at the right time.

CGT looks at emerging technologies that offer unique solutions to consumer goods companies seeking to transform their organizations. This week: AI-driven customer service platform AdeptMind.

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