PYMNTS

DECEMBER 30, 2016

2016 started off with a bang in the retail world when MPD and PYMNTS uncovered a few discrepancies in the retail data that many major retailers and reporting institutions were using to underestimate the impact of digital sales on brick-and-mortar sales. “In A Retail Data Reporting Error Was Uncovered. Unattended Retail Came Full Circle.

Retail 123

Retail Online Customer Experience Trends 123

NCR

MAY 2, 2017

Unencumbered by legacy systems and powered by new, agile technologies, smaller providers have been able to focus on delivering bespoke, tailored services that are all about the customer. Atom is placing a big emphasis on delivering a service that is uniquely suited to each individual customer. Image: iStock/diego_cervo.

Customer Experience 75

Customer Experience Industry Operations Technology 75

ZootBlog

JANUARY 25, 2017

The year 2016 has come and gone but I wanted to provide a recap of the most read Zoot blog posts from last year just as a reminder that although industry news is ever changing, some topics seem to resurface year after year. Here’s a recap of the top five most read blog posts in 2016. Costco, Citi Visa Transition Pains Continue.

Lending 60

Lending Customer Experience Fraud Google 60

FICO

MARCH 29, 2016

Or, at least that’s how you’re managing your customer experience. In simplest terms, Customer Experience Maturity is the breadth, depth, and frequency at which your company applies the best practices of Customer Experience Management (CEM). The post Your Customer Experience Management Is SO Immature!

Customer Experience 40

Customer Experience Management Leadership Training 40

PYMNTS

MAY 19, 2017

reported diluted earnings per share of $0.36, well above analyst consensus estimates of $0.29, and up 8 percent from EPS posted in Q1 2016. Across brands, Gap Inc. Banana Republic saw a loss of 4 percent in comp sales, which is still a significant improvement after being down 11 percent in the first quarter of 2016. billion.

Branding 122

Branding Customer Experience Retail Trends 122

PYMNTS

DECEMBER 27, 2016

Reason being, 2016 was such a great year for chatbots. is currently using chatbots to enhance their customer experience interactions. This is indicative of the self-serve, mobile-enabled and conversational customer experiences that individuals want from banks,” said Horton at Synechron. Santander U.K.

Customer Experience 153

Customer Experience Branding Retail Strategy 153

PYMNTS

MARCH 16, 2017

In 2016, we delivered revenues of over $5 billion, which included another year of double-digit growth across West Elm, our newer businesses Rejuvenation and Mark and Graham, and our company-owned global operations. “In The company also announced some leadership changes that will take place within its Pottery Barn Brands.

Leadership 100

Leadership San Francisco Branding Customer Experience 100

PYMNTS

JANUARY 9, 2020

The company said it is the first human experience platform that “automates and personalizes digital interfaces at scale.” The startup launched in 2016 after being spun out of the University of Auckland. Its HumanOS platform has created what it calls “digital heroes” for global brands in retail, automotive, banking and finance.

Customer Experience 130

Customer Experience Technology Branding Retail 130

PYMNTS

MARCH 17, 2017

Building up a retail brand can be a tough task to take on. As we reported earlier this month, Credit Suisse analysts shared Party City’s target price is $19 which is $5 higher than its current price while everyday business grew three percent in 2016.

South Carolina 101

South Carolina North Carolina Retail Branding 101

NCR

MAY 17, 2017

Offering a seamless customer experience across channels is becoming more important in the retail banking industry. As a result, many banks are placing an emphasis on omni-channel service delivery – providing a seamless, unified customer experience across all channels, from the ATM to mobile and beyond.

Marketing 73

Marketing Customer Experience ATM Branding 73

William Mills

MAY 10, 2016

William Mills Agency and Beyond the Arc will be live blogging at FinovateSpring 2016. They offer chat bots for customer support, with the ability to create custom bots. There is a growing focus on customer experience and related compliance issues. Demo 2: when a customer does need to talk with an agent.

San Jose 40

San Jose Customer Experience Mobile social media 40

CB Insights

SEPTEMBER 21, 2017

.” At the bottom of the first page of these same search results is an article highlighting Amazon’s first branded foray into insurance on its own platform: the launch of Amazon Protect in the UK. We take a look at the expansion of that effort here.

Branding 34

Branding UX Google Strategy 34

Accenture

MAY 22, 2019

percent between 2014 and 2016. Customer experience mastery is core to their business models. They just need to zero-in on selling the last-mile connectivity to provide solutions to corporate customers. Legacy systems deliver two-dimensional customer experiences. percent between 2017 and 2019, down from 5.1

Payments 150

Payments Customer Experience Survey Capital 150

PYMNTS

JULY 21, 2017

Between 2015 to 2016, consumer expectations for multiple purchase options grew from 61 percent up to 74 percent according to Retail Systems Research’s 2016 Customer Experience/Unified Commerce Benchmark Survey. Through this omnichannel experience, retailers have more ways to connect with consumers.

Retail 137

Retail social media Customer Experience Boston 137

William Mills

MAY 11, 2016

William Mills Agency and Beyond the Arc will be live blogging at FinovateSpring 2016. 01:20 pm William Mills, CEO of William Mills Agency, and Stephen Ramirez, CEO of Beyond the Arc, discuss highlights from FinovateSpring 2016 Day 1. Ryan Wilk (VP, Customer Success) and Robert Capps (VP, Bus. Maria Gurina (Bus.

Video 40

Video Lending social media Analytics 40

William Mills

SEPTEMBER 9, 2016

William Mills Agency will be live blogging at Finovate Fall 2016. Now showing how Avoka can integrate with a ton of apps in a matter of days with your company’s brand. Franchises – Americas greatest brands” They have a list view function where investors can investigate franchises near and far. franchising sector.

social media 40

social media ATM Mobile Customer Experience 40

PYMNTS

DECEMBER 19, 2016

According to the Q4 2016 PYMNTS OmniReadi Index™ , being OmniReadi is no longer a priority for just the top-performing merchants. At its widest, the gap spanned 53 points during Q2 2016 but has since decreased to 48.5 Omnichannel has transformed the way both merchant and consumers view the brick-and-mortar experience.

Training 100

Training Retail Customer Experience Strategy 100

PYMNTS

NOVEMBER 28, 2017

Nearly 90 percent of organizations say they are focused on personalizing customer experiences, yet only 40 percent of shoppers say that information they get from retailers is relevant to their tastes and interests,” said Brendan Witcher, a principal analyst at Forrester Research Inc. Adobe Systems Inc.

Retail 129

Retail Marketing Customer Experience Online 129

PYMNTS

JUNE 7, 2018

market, the need to focus on digital channels isn’t news; instead, they are beginning to realize that they must also differentiate themselves in terms of brick-and-mortar customer experiences, something IKEA has always done well. IKEA’s business model depends on customers being able to see room designs and dimensions in person.

Retail 122

Retail Customer Experience Branding Comparison 122

PYMNTS

JANUARY 24, 2019

Like its $310 million purchase of Bonobos, buying Blue Apron would repeat Walmart’s playbook of acquiring a branded eCommerce startup with a more premium product to its core offerings,” said Matthew Trusz, equity research analyst of Gabelli & Company, to investors. Biggest Deals. In first place is the $3.35 Payments Acquisitions.

Google 115

Google Analysis Branding Samsung 115

PYMNTS

SEPTEMBER 6, 2018

Big brands have a complicated relationship with Amazon : The eCommerce retailer serves both as a potential competitor and as a retail partner that could open up new sales channels. Among others, J.Crew has joined the likes of Nike and Party City to become the latest brand to offer its products through the eCommerce site.

Branding 101

Branding Online Millennials Retail 101

PYMNTS

DECEMBER 23, 2016

They want a seamless and enhanced shopping experience, and they also want those gifts sent fast (and perhaps they’re willing to pay for it ). But brands, merchants and retailers are lacking when it comes to keeping pace with those expectations. And they weren’t stellar.

Retail 100

Retail Mobile Branding Customer Experience 100

PYMNTS

JANUARY 8, 2019

Kroger is seeking to bring new customer experiences to market faster, drive personalization with insights and help store associates become more productive. Microsoft CEO Satya Nadella said the companies would “redefine the shopping experience for millions of customers at both Kroger and other retailers around the world.”.

Arizona 109

Arizona Technology Ohio Customer Experience 109

PYMNTS

MAY 3, 2019

A 2016 report from HSBC found that a “lack of international business experience and knowledge” held small business owners back from global expansion and, therefore, from the adoption of global payment solutions. .” Only a few years ago, small businesses lagged in global payments technology uptake. In the U.K.,

Payments 151

Payments Fintech Customer Experience Technology 151

PYMNTS

AUGUST 14, 2018

. $2 billion: The amount of deposits Canada’s first digital bank EQ has taken in since its founding in 2016. $1 51 percent: Share of millennials who are more willing to purchase from brands that offer a strong mobile experience.25 1 million: What a NYC taxi medallion cost in 2015. Today, they auction for around $175,000.

Data 100

Data Millennials Bitcoin cryptocurrency 100

William Mills

MAY 11, 2016

William Mills Agency and Beyond the Arc will be live blogging at FinovateSpring 2016. Customers can store all of their online profiles in one secure location to improve user experience. Branded version is available. ^KT. As a co-branding solution, it would work very well. Who is the target audience?

Video 40

Video Mobile social media Analytics 40

William Mills

AUGUST 11, 2016

They discuss key insights from their article in the 2016 Bankers as Buyers Report titled, “The Payoff of Bank-Branded Mobile Wallets With Tender Reciprocity.” Interview Topic: The Payoff of Bank-Branded Mobile Wallets with Tender Reciprocity. They authored an article for us for the 2016 Bankers as Buyers.

Branding 40

Branding Mobile Retail Strategy 40

PYMNTS

JANUARY 22, 2019

In a new PYMNTS interview, Karen Webster and Rich Stuppy, chief customer experience officer at Kount , talked about all the recent digital and mobile strides that QSRs have been making — and why they are still behind the curve when it comes to protecting their technology, customers and brand reputations from online criminals.

How To 144

How To Fraud Online Mobile 144

PYMNTS

NOVEMBER 9, 2016

“Having a point-of-sale solution that interacts seamlessly with other systems, stores and sales channels puts the right information in the hands of store associates to create inspiring customer experiences that support customer loyalty.”. Rue21 is one of 10 companies leading the way in store operations strategies in 2016.

Retail 175

Retail Strategy Analytics Operations 175

PYMNTS

APRIL 26, 2017

Between Q2 2015 and Q2 2016 alone, fraud attacks on luxury retailers went up by 87.2 In 2016, the company recorded 9 percent growth in Japan, which the company attributed to its selective distribution network. After all, consumers expect to have seamless interactions with brands, with or without the security guaranteed by an AI.

Fraud 121

Fraud San Francisco Retail Branding 121

PYMNTS

OCTOBER 27, 2016

As the 2016 holiday season quickly approaches, how can retailers keep up with the pace of these supershoppers? If the latest The State of the Mobile Experience Report from PointSource is any indication, then merchants may still have a long way to go.

Retail 100

Retail Google User Experience Mobile 100

PYMNTS

FEBRUARY 28, 2020

With that new business model and technology, Metromile launched in 2016 and is currently available in eight states, which include California, New York, Washington, Pennsylvania and Arizona. “I It started business in 2016 as a broker and then bought an insurance company that effectively became Metromile. pic.twitter.com/4G9AIjVX39.

Metro 217

Metro Arizona Pennsylvania Policies 217

PYMNTS

AUGUST 17, 2017

According to Engagement Labs’ “Leaders in Social Influence” report, rankings of the top teenage retail brands have shown that teen engagement is occurring more so in face-to-face conversations than in online engagements. Teens also want a more personalized experience where brands take a more proactive approach in each interaction.

Retail 127

Retail social media Online Mobile 127

PYMNTS

AUGUST 23, 2016

While most big-name retailers struggled to kick off 2016, Home Depot and Lowe’s , the two top home improvement retailers in the U.S. marketplace, controlling 41 percent of all sales, have continued to beat the industry trend of diminished customer spending and reduced sales. Combined, Home Depot operates 1,977 stores in the U.S.

Retail 100

Retail Branding Industry Customer Experience 100

PYMNTS

MARCH 7, 2018

Thriving or just surviving in the omnichannel age means offering comprehensive in-store and online features that both engage customers and connect them with brands. Frank And Oak later expanded, debuting a line of for women in 2016. So, our focus has been on delivering a customer experience that adds value.”.

Online 100

Online Branding Retail Mobile 100

PYMNTS

AUGUST 17, 2017

According to Engagement Labs’ “Leaders in Social Influence” report, rankings of the top teenage retail brands have shown that teen engagement is occurring more so in face-to-face conversations than in online engagements. Teens also want a more personalized experience where brands take a more proactive approach in each interaction.

Retail 114

Retail social media Online Mobile 114

NCR

MAY 9, 2017

Bankrate’s conversion of the Quizzle app (purchased from Quicken Loans in 2016) to Score & Report, white-labeled for use by community banks and credit unions, enables a branded and cost effective solution for quick adoption of new technology. With new fintech app offerings struggling to monetize, investment in 2016 dropped to $12.8

Fintech 75

Fintech Hawaii Community Bank San Francisco 75