CINXE.COM

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widget ai_ad_widget-10 widget_ai_ad_widget"> <div id="div-gpt-ad-1647464320227-0" style="min-width:300px;min-height:250px;" > <script>googletag.cmd.push(function() { googletag.display('div-gpt-ad-1647464320227-0'); });</script> </div> </section> </div> </div> </div> </div> </header><div id="ai_ad_widget-3" class="ad topbillboard widget widget_ai_ad_widget"> <div id="topbillboard"> <script>googletag.cmd.push(function() { googletag.display('topbillboard'); });</script> </div> </div><script> (function($){ //Fix to Toggle navigation $('header .left .buttons .fa-search').click(function (e) { e.preventDefault(); e.stopPropagation(); $('header .left .hamburger').trigger('click'); }); })(jQuery); </script> <div class="wrap container" role="document"> <div class="content row"> <main class="main"> <div class="page-header"> <h1 class="entry-title">Customer Experience</h1> </div> <article class="post-173420 post type-post status-publish format-standard has-post-thumbnail hentry category-contact-center category-customer-experience category-operations tag-ai tag-artificial-intelligence tag-customer-care tag-customer-experience tag-customer-service mcm_term-genai mcm_term-generative-ai"> <img width="300" height="159" src="https://multichannelmerchant.com/wp-content/uploads/2022/11/customer-service-agent-feature-300x159.jpg" class="img-fluid wp-post-image wp-post-image" alt="customer service agent headset feature" decoding="async" srcset="https://multichannelmerchant.com/wp-content/uploads/2022/11/customer-service-agent-feature-300x159.jpg 300w, https://multichannelmerchant.com/wp-content/uploads/2022/11/customer-service-agent-feature-768x407.jpg 768w, https://multichannelmerchant.com/wp-content/uploads/2022/11/customer-service-agent-feature.jpg 850w" sizes="(max-width: 300px) 100vw, 300px" /> <div> <header> <h2 class="entry-title"><a href="https://multichannelmerchant.com/operations/generative-ai-in-customer-service-a-balanced-blueprint/">Generative AI in Customer Service: A Balanced Blueprint</a></h2> <div class="date-author"> <time class="updated" datetime="2023-10-02T21:19:49+00:00">October 2, 2023</time> | <a href="https://multichannelmerchant.com/author/rebeccajones/">Rebecca Jones</a> </div> </header> <div class="entry-summary"> <p>Customer service is crossing a new horizon. For leaders ready to adopt generative AI but unsure where to start, there鈥檚 a perfect testing ground: your employees. Starting with internal people and operations will produce lessons and develop processes leading to immediate, impactful results when directed toward customers. Generative AI is set to take things to a whole new level; these practices will help.</p> </div> </div> </article> <article class="post-172022 post type-post status-publish format-standard has-post-thumbnail hentry category-customer-experience category-distribution-center category-fulfillment category-operations tag-automation tag-ecommerce tag-ecommerce-fulfillment-centers tag-intralogistics tag-logistics tag-operations-and-fulfillment tag-robotics tag-wms"> <img width="300" height="159" src="https://multichannelmerchant.com/wp-content/uploads/2023/08/warehouse-generic-bay-number-feature-300x159.jpg" class="img-fluid wp-post-image wp-post-image" alt="warehouse bay feature" decoding="async" srcset="https://multichannelmerchant.com/wp-content/uploads/2023/08/warehouse-generic-bay-number-feature-300x159.jpg 300w, https://multichannelmerchant.com/wp-content/uploads/2023/08/warehouse-generic-bay-number-feature-768x407.jpg 768w, https://multichannelmerchant.com/wp-content/uploads/2023/08/warehouse-generic-bay-number-feature.jpg 850w" sizes="(max-width: 300px) 100vw, 300px" /> <div> <header> <h2 class="entry-title"><a href="https://multichannelmerchant.com/operations/getting-smart-about-automated-intralogistics/">Getting Smart About Automated Intralogistics</a></h2> <div class="date-author"> <time class="updated" datetime="2023-08-15T18:55:09+00:00">August 15, 2023</time> | <a href="https://multichannelmerchant.com/author/smitharaphael/">Smitha Raphael</a> </div> </header> <div class="entry-summary"> <p>Savvy shippers are introducing automated intralogistics to deliver an enhanced customer experience to gain competitive advantage. They鈥檙e also streamlining their business and making warehouse operations as profitable as possible. A multi-agent orchestration platform that is device and technology agnostic switches things up, bringing more uniformity to your fulfillment operations.</p> </div> </div> </article> <article class="post-171968 post type-post status-publish format-standard has-post-thumbnail hentry category-customer-experience category-fulfillment category-operations category-returns tag-automation tag-ecommerce tag-ecommerce-returns tag-packaging tag-subscription tag-subscription-box mcm_term-sustainability mcm_term-sustainable-packaging"> <img width="300" height="159" src="https://multichannelmerchant.com/wp-content/uploads/2023/08/ecommerce-packaging-qr-scan-feature-300x159.jpg" class="img-fluid wp-post-image wp-post-image" alt="ecommerce packaging QR code scan feature" decoding="async" srcset="https://multichannelmerchant.com/wp-content/uploads/2023/08/ecommerce-packaging-qr-scan-feature-300x159.jpg 300w, https://multichannelmerchant.com/wp-content/uploads/2023/08/ecommerce-packaging-qr-scan-feature-768x407.jpg 768w, https://multichannelmerchant.com/wp-content/uploads/2023/08/ecommerce-packaging-qr-scan-feature.jpg 850w" sizes="(max-width: 300px) 100vw, 300px" /> <div> <header> <h2 class="entry-title"><a href="https://multichannelmerchant.com/operations/ecommerce-packaging-in-digital-age/">Ecommerce Packaging in the Digital Age</a></h2> <div class="date-author"> <time class="updated" datetime="2023-08-11T16:35:03+00:00">August 11, 2023</time> | <a href="https://multichannelmerchant.com/author/tiffaniburt/">Tiffani Burt</a> </div> </header> <div class="entry-summary"> <p>With the opportunity for so much online revenue at stake, it鈥檚 critical to delight consumers with optimized ecommerce packaging that delivers products without damage. Packaging enhancements need to go beyond functionality, using materials that can be reused or recycled. This is good for the business and the environment, and increasingly attractive to consumers.</p> </div> </div> </article> <article class="post-171636 post type-post status-publish format-standard has-post-thumbnail hentry category-customer-experience category-delivery category-operations tag-next-day-delivery tag-same-day-delivery mcm_term-customer-expectations"> <img width="300" height="159" src="https://multichannelmerchant.com/wp-content/uploads/2021/06/box-on-porch-delivery-safe-feature-300x159.jpg" class="img-fluid wp-post-image wp-post-image" alt="1-2-day delivery box on porch feature" decoding="async" loading="lazy" srcset="https://multichannelmerchant.com/wp-content/uploads/2021/06/box-on-porch-delivery-safe-feature-300x159.jpg 300w, https://multichannelmerchant.com/wp-content/uploads/2021/06/box-on-porch-delivery-safe-feature-768x407.jpg 768w, https://multichannelmerchant.com/wp-content/uploads/2021/06/box-on-porch-delivery-safe-feature.jpg 850w" sizes="(max-width: 300px) 100vw, 300px" /> <div> <header> <h2 class="entry-title"><a href="https://multichannelmerchant.com/operations/consumers-willing-to-forego-1-2-day-delivery-if-given-options/">Consumers Willing to Forego 1-2-Day Delivery If Given Options</a></h2> <div class="date-author"> <time class="updated" datetime="2023-08-01T20:04:51+00:00">August 1, 2023</time> | <a href="https://multichannelmerchant.com/author/mobrienaccessintel-com/">Mike O'Brien</a> </div> </header> <div class="entry-summary"> <p>Evidence continues to mount that that having a range of options and more certainty about when a package will arrive are more important than 1-2-day delivery. In a July survey of 1,000 consumers commissioned by Ware2Go, 90% of respondents said they could live without 1-2-day delivery if given options like free shipping, real-time tracking and the ability to choose the delivery date.</p> </div> </div> </article> <article class="post-170310 post type-post status-publish format-standard has-post-thumbnail hentry category-customer-experience category-delivery category-distribution-center category-fulfillment category-operations category-shipping tag-ecommerce tag-ecommerce-fulfillment-centers tag-inventory-management tag-supply-chain company-amazon company-big-lots company-gnc mcm_term-distribution-network"> <img width="300" height="159" src="https://multichannelmerchant.com/wp-content/uploads/2023/06/pins-on-a-map-ecomm-network-design-feature-300x159.jpg" class="img-fluid wp-post-image wp-post-image" alt="ecommerce network design map pins feature" decoding="async" loading="lazy" srcset="https://multichannelmerchant.com/wp-content/uploads/2023/06/pins-on-a-map-ecomm-network-design-feature-300x159.jpg 300w, https://multichannelmerchant.com/wp-content/uploads/2023/06/pins-on-a-map-ecomm-network-design-feature-768x407.jpg 768w, https://multichannelmerchant.com/wp-content/uploads/2023/06/pins-on-a-map-ecomm-network-design-feature.jpg 850w" sizes="(max-width: 300px) 100vw, 300px" /> <div> <header> <h2 class="entry-title"><a href="https://multichannelmerchant.com/operations/how-ecommerce-network-design-is-being-reshaped/">How Ecommerce Network Design Is Being Reshaped</a></h2> <div class="date-author"> <time class="updated" datetime="2023-06-26T16:00:32+00:00">June 26, 2023</time> | <a href="https://multichannelmerchant.com/author/mobrienaccessintel-com/">Mike O'Brien</a> </div> </header> <div class="entry-summary"> <p>A recent trend in ecommerce network design supports a strategy of 鈥済etting product closer to the customer,” a more efficient model that delivers on service-level promises. Then came COVID-19, upending everything and accelerating the pace of change in inventory and supply chain strategy, in turn affecting network design. Retailers and analysts discuss the current state and where it’s headed.</p> </div> </div> </article> <article class="post-169333 post type-post status-publish format-standard has-post-thumbnail hentry category-customer-experience category-delivery category-operations tag-operations-and-fulfillment tag-same-day-delivery tag-shipping-and-delivery"> <img width="300" height="159" src="https://multichannelmerchant.com/wp-content/uploads/2023/05/gently-ev-vehicle-feature-300x159.jpg" class="img-fluid wp-post-image wp-post-image" alt="Urban fulfillment Gently EV feature" decoding="async" loading="lazy" srcset="https://multichannelmerchant.com/wp-content/uploads/2023/05/gently-ev-vehicle-feature-300x159.jpg 300w, https://multichannelmerchant.com/wp-content/uploads/2023/05/gently-ev-vehicle-feature-768x407.jpg 768w, https://multichannelmerchant.com/wp-content/uploads/2023/05/gently-ev-vehicle-feature.jpg 850w" sizes="(max-width: 300px) 100vw, 300px" /> <div> <header> <h2 class="entry-title"><a href="https://multichannelmerchant.com/operations/urban-fulfillment-disruption-is-gentlys-goal/">Urban Fulfillment Disruption is Gently鈥檚 Goal</a></h2> <div class="date-author"> <time class="updated" datetime="2023-05-25T23:03:18+00:00">May 25, 2023</time> | <a href="https://multichannelmerchant.com/author/mobrienaccessintel-com/">Mike O'Brien</a> </div> </header> <div class="entry-summary"> <p>Gently hopes to become a disrupter of urban fulfillment and major retailers with multi-billion-dollar networks, offering a same-day, nano fulfillment model using small nodes located around a city, tapping a predictive analytics engine to stock and position inventory in anticipation of demand.</p> </div> </div> </article> <article class="post-168969 post type-post status-publish format-standard has-post-thumbnail hentry category-customer-experience category-delivery category-fulfillment category-operations category-returns category-shipping tag-cpg tag-direct-to-consumer tag-dtc tag-ecommerce tag-omnichannel tag-retail tag-same-day-delivery tag-supply-chain company-amazon company-foot-locker company-ikea company-nike mcm_term-bopis-9 mcm_term-buy-online-pickup-in-store mcm_term-customer-expectations"> <img width="300" height="159" src="https://multichannelmerchant.com/wp-content/uploads/2023/05/retail-and-cpg-store-shot-feature-300x159.jpg" class="img-fluid wp-post-image wp-post-image" alt="retailers and CPG companies store shot feature" decoding="async" loading="lazy" srcset="https://multichannelmerchant.com/wp-content/uploads/2023/05/retail-and-cpg-store-shot-feature-300x159.jpg 300w, https://multichannelmerchant.com/wp-content/uploads/2023/05/retail-and-cpg-store-shot-feature-768x407.jpg 768w, https://multichannelmerchant.com/wp-content/uploads/2023/05/retail-and-cpg-store-shot-feature.jpg 850w" sizes="(max-width: 300px) 100vw, 300px" /> <div> <header> <h2 class="entry-title"><a href="https://multichannelmerchant.com/operations/what-retailers-and-cpg-companies-can-learn-from-each-other/">What Retailers and CPG Companies Can Learn from Each Other</a></h2> <div class="date-author"> <time class="updated" datetime="2023-05-17T12:50:28+00:00">May 17, 2023</time> | <a href="https://multichannelmerchant.com/author/lindseypeters/">Lindsey Peters</a> </div> </header> <div class="entry-summary"> <p>Retailers and CPG companies have had a symbiotic relationship for decades, teaming up to offer customers more choice in convenient in-person and ecommerce storefronts. As both take on each other鈥檚 challenges, they must learn from the other’s processes and best practices to sustain new revenue streams in the long term based on evolving consumer behaviors, preferences and spending habits.聽</p> </div> </div> </article> <article class="post-168807 post type-post status-publish format-standard has-post-thumbnail hentry category-customer-experience category-delivery category-operations category-shipping tag-logistics tag-operations-and-fulfillment tag-shipping-and-delivery tag-supply-chain mcm_term-inventory-visibility mcm_term-real-time-visibility mcm_term-supply-chain-visibility mcm_term-tracking"> <img width="300" height="159" src="https://multichannelmerchant.com/wp-content/uploads/2023/05/package-delivery-cat-on-porch-feature-300x159.jpg" class="img-fluid wp-post-image wp-post-image" alt="package delivery cat on porch feature" decoding="async" loading="lazy" srcset="https://multichannelmerchant.com/wp-content/uploads/2023/05/package-delivery-cat-on-porch-feature-300x159.jpg 300w, https://multichannelmerchant.com/wp-content/uploads/2023/05/package-delivery-cat-on-porch-feature-768x407.jpg 768w, https://multichannelmerchant.com/wp-content/uploads/2023/05/package-delivery-cat-on-porch-feature.jpg 850w" sizes="(max-width: 300px) 100vw, 300px" /> <div> <header> <h2 class="entry-title"><a href="https://multichannelmerchant.com/operations/real-time-shipping-visibility-thanks-to-predictive-analytics/">Real-Time Shipping Visibility, Thanks to Predictive Analytics</a></h2> <div class="date-author"> <time class="updated" datetime="2023-05-09T21:59:22+00:00">May 9, 2023</time> | <a href="https://multichannelmerchant.com/author/christinaryan/">Christina Ryan</a> </div> </header> <div class="entry-summary"> <p>It鈥檚 difficult to fully approximate the time a package will take to arrive when shipping is subject to a multitude of factors outside our control. These variables can include extreme weather, driver shortages, holidays and even customs discrepancies. What if you could know beforehand based on previous patterns, and implement this into the shipping estimate given to the customer? Read on to find out how.</p> </div> </div> </article> <article class="post-168491 post type-post status-publish format-standard has-post-thumbnail hentry category-contact-center category-customer-experience category-operations tag-call-center tag-customer-experience tag-customer-service tag-data-breach tag-data-security tag-security company-ibm-corporation"> <img width="300" height="159" src="https://multichannelmerchant.com/wp-content/uploads/2017/06/call-center-image-featured-300x159.jpg" class="img-fluid wp-post-image wp-post-image" alt="call center agent feature" decoding="async" loading="lazy" srcset="https://multichannelmerchant.com/wp-content/uploads/2017/06/call-center-image-featured-300x159.jpg 300w, https://multichannelmerchant.com/wp-content/uploads/2017/06/call-center-image-featured-768x407.jpg 768w, https://multichannelmerchant.com/wp-content/uploads/2017/06/call-center-image-featured.jpg 850w" sizes="(max-width: 300px) 100vw, 300px" /> <div> <header> <h2 class="entry-title"><a href="https://multichannelmerchant.com/operations/call-center-security-equals-customer-satisfaction/">Call Center Security Equals Customer Satisfaction</a></h2> <div class="date-author"> <time class="updated" datetime="2023-04-27T20:44:06+00:00">April 27, 2023</time> | <a href="https://multichannelmerchant.com/author/mishelmejibovski/">Mishel Mejibovski</a> </div> </header> <div class="entry-summary"> <p>Effective customer data management is par for the course in the call center, so data protection is critical. Unfortunately, traditional browsers often lack necessary security controls, leaving data significantly vulnerable to cyber threats. You need a solution that not only provides necessary security controls but also enhances the UX while streamlining processes to increase productivity and efficiency.</p> </div> </div> </article> <article class="post-168385 post type-post status-publish format-standard has-post-thumbnail hentry category-customer-experience category-operations tag-ai tag-artificial-intelligence tag-chatbots tag-customer-care tag-customer-experience mcm_term-chatgpt mcm_term-generative-ai"> <img width="300" height="159" src="https://multichannelmerchant.com/wp-content/uploads/2023/02/chatgpt-screen-feature-300x159.gif" class="img-fluid wp-post-image wp-post-image" alt="ChatGPT screen feature" decoding="async" loading="lazy" srcset="https://multichannelmerchant.com/wp-content/uploads/2023/02/chatgpt-screen-feature-300x159.gif 300w, https://multichannelmerchant.com/wp-content/uploads/2023/02/chatgpt-screen-feature-768x407.gif 768w" sizes="(max-width: 300px) 100vw, 300px" /> <div> <header> <h2 class="entry-title"><a href="https://multichannelmerchant.com/operations/automating-the-customer-experience/">Automating the Customer Experience</a></h2> <div class="date-author"> <time class="updated" datetime="2023-04-21T15:32:12+00:00">April 21, 2023</time> | <a href="https://multichannelmerchant.com/author/juliankrenge/">Julian Krenge</a> </div> </header> <div class="entry-summary"> <p>For retailers and ecommerce brands, interacting with customers and leaving a good impression is not only a never-ending task, but incredibly important for sustained growth. This is why brands should make it a priority to take advantage of automated tools that save time, reduce the need for customer service agents and provide a consistently seamless customer experience while shopping.</p> </div> </div> </article> <div class="paginate-links"> <span aria-current="page" class="page-numbers current">1</span> <a class="page-numbers" href="https://multichannelmerchant.com/category/operations/customer-experience/page/2/">2</a> <a class="page-numbers" href="https://multichannelmerchant.com/category/operations/customer-experience/page/3/">3</a> <span class="page-numbers dots">…</span> <a class="page-numbers" href="https://multichannelmerchant.com/category/operations/customer-experience/page/56/">56</a> <a class="next page-numbers" href="https://multichannelmerchant.com/category/operations/customer-experience/page/2/"><i class="fa fa-caret-right"></i></a></div> </main> <aside class="sidebar"> <div id="ai_ad_widget-4" class="ad top-halfpage widget 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