Customer Experience

The ongoing health crisis has forced the consumer goods industry to quickly pivot to meet evolving consumer demand.

In addition to messaging capabilities, CG companies should be investing in AI tools such as chatbots to automate many of the consumer interactions.

In the face of another prospective round of panic buying, we spoke with a leading pet care and supply company to learn how they worked backwards in order to implement new business decisions fueling agility.

This Q&A explores how a tech overhaul helped the retailer improve customer satisfaction, utilize more efficient channels like chat and SMS to empower agents, and truly provide a first call resolution.

For direct-to-consumer brands, it’s not enough to have the right product at the right time — not unless you want to become a one-hit-wonder cautionary tale. Learn how Rothy's is investing more heavily in the data and analytics to measure customer engagement and amplification.

VIEW on-demand!   Reaching customers in the midst of a pandemic and ensuring they are able to get their products with ease is top priority for consumer goods brands and retailers.

The Tapestry house of luxury brands, which includes Coach, Kate Spade and Stuart Weitzman, will leverage new customer data platform products to generate comprehensive customer profiles, serving as a foundation for predictive analytics to improve customer interactions.

With the Alida Sparq digital insights platform, the plant-based protein startup brand will be able to unlock real-time feedback in order to develop more innovative products and a better customer experience.

New Balance is modernizing its consumer experience capabilities through a new tech partnership.  

Learn how companies like Amazon, Stonewall Kitchen and Chewy are leveraging technology to stay connected throughout their customer journeys, while scaling their teams’ expertise to blend their B2B and B2C capabilities.