Retail TouchPoints

MAY 21, 2025

This week at Googles annual I/O conference for developers, the company announced several new advances, including a more personalized multimodal AI search experience for shopping queries, agentic checkout capabilities and an enhancement to its virtual try-on tool that will allow users to see products on their own body.

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Small Biz Trends

JUNE 17, 2025

Key Takeaways Understand the Customer Journey: The customer experience encompasses all interactions throughout the buying journey, influencing perceptions and brand loyalty at each phase: awareness, consideration, and decision. Promotions like discounts can encourage conversions and enhance customer loyalty.

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Retail TouchPoints

NOVEMBER 7, 2024

Three more supermarket chains will connect their electronic shelf label (ESL) hardware to the Carrot Tags pick-to-light functionality from Instacart , making it easier for Instacart pickers — and eventually for consumers themselves — to find the products on their shopping list. locations in August 2024.

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Retail TouchPoints

OCTOBER 11, 2024

This has never been more apparent than now, as consumers look to elevate their in-store shopping experiences and expect the same versatility and ease that they have obtained with modern omnichannel retail. Vision AI is becoming more central to creating that retail experience consumers desire.

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Inside Retail

FEBRUARY 27, 2025

Australian retail is evolving at pace, and consumer expectations are higher than ever. Wunderkind s 2025 Australia Consumer Insights Report provides a deep dive into whats shaping online retail this year, based on responses from 500 Australian consumers. Deploying cart abandonment emails and SMS reminders to recover lost sales.

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Retail TouchPoints

OCTOBER 23, 2024

Nearly 75% of consumers say the way they shop in stores has changed significantly over the past three years, according to Retail Systems Research (RSR). Customers at checkout also have access to CX Connect, an interactive solution designed to deliver personalized content, offers and experiences to customers.

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Retail TouchPoints

DECEMBER 11, 2024

The holiday shopping season appears to start earlier each year, with Black Friday and Cyber Monday deals extending for weeks and retailers constantly competing for consumers attention. Additionally, the checkout process must remain consistent whether consumers are shopping in-store, online or using the retailers app.

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Retail TouchPoints

NOVEMBER 6, 2024

In an era when online shopping is not just a convenience but a way of life, a new menace is plaguing consumers and retailers alike: porch piracy. The situation is particularly dire for younger generations, with over half of Gen Z consumers reporting that they have experienced porch piracy in the last 12 months.

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Retail TouchPoints

NOVEMBER 28, 2024

Innovations like biometrics and tap-to-pay have transformed how, when and where consumers shop. During the holiday rush the security and ease of the payments experience can be as crucial as product price or availability. How can retailers update their payments systems to meet rapidly changing consumer behavior during peak demand?

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Retail TouchPoints

FEBRUARY 5, 2025

Similarly, creating a meaningful customer experience begins with a map a tool to visualize the entire journey, from initial awareness to post-purchase interactions. Customer journey mapping (CJM) is widely used in retail to analyze and plan touch points before, during and after purchase.

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Retail TouchPoints

NOVEMBER 5, 2024

consumers abandon a purchase and stop accessing an online service because they can’t remember their passwords 4.76 Retailers can avoid this problem by tapping into customer authentication psychology. As a retailer, your login process affects customer behavior and loyalty. times per day on average.

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Retail TouchPoints

JANUARY 15, 2025

Consumers now prefer digital payment options, with cash usage declining in all major economies. Uninterrupted Power Supplies (UPS) and generators are valuable for boosting resilience, especially if trading in locations that experience regular electricity power-cuts. A multi layered, end-to-end approach is essential.

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Retail TouchPoints

DECEMBER 5, 2024

According to the suit, Amazon not only failed to inform current or prospective Prime members of the delivery exclusion; the company also misled consumers into believing that slow deliveries were simply a coincidence. Amazon instead used third-party services such as UPS or USPS, which the company knows are slower than its own.

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Retail TouchPoints

FEBRUARY 6, 2025

Critical milestones in the journey are no longer confined to a traditional retailers ecommerce site or checkout cart. Were in the early stages of what you might call the Great Shopping Migration: almost 60% of online customers recently polled confirmed that they were likely to use social media platforms to shop.

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Retail TouchPoints

DECEMBER 6, 2024

We believe we will enhance the customer experience with a lighter-touch remodel , including customer-facing physical asset updates , planogram optimizations and expansions across the store. This initiative is aimed at our mature stores that are not yet old enough to be part of the full remodel pipeline.

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Inside Retail

NOVEMBER 11, 2024

Oz Hair & Beauty, H&M, and Lululemon stood out in October for dispatch and delivery experience in the Online CX Index , Australia’s first and only online retailer performance platform powered by real data. “Ensure your customer support team is empowered to take ownership and resolve issues promptly,” said Osthus.

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Retail TouchPoints

JANUARY 2, 2025

Exclusive: Google Debuts New Retail Media Solution with Lowes as First Beta Tester (March 18, 2024) Retail media was THE growth story in 2024, fueled by these networks ability to target consumers at key decision points in the shopper journey. consumers wallet. consumers wallet.

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Retail TouchPoints

JULY 10, 2025

That includes maintaining reliable NFC terminals in-store, enabling QR code payments where appropriate and ensuring online checkouts are mobile-responsive and friction-free. A cumbersome checkout experience could quickly lead to cart abandonment, especially among younger customers who are used to instant app-based interactions.

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Retail TouchPoints

FEBRUARY 24, 2025

Consumers today expect immersive, content-rich ecommerce sites, yet if a site takes longer than four seconds to load, 63% of shoppers will abandon it altogether. Catalysts plug-and-play design has helped streamline essential tasks, like cart-to-checkout integration and customer account management, which reduced development efforts.

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Retail TouchPoints

NOVEMBER 13, 2024

It’s early days for this experience, and we’ll continue to listen to customers as we refine and expand it in the weeks and months to come.” Amazon Haul has its own search, cart and checkout separate from Amazon’s. The majority of products offered are priced at $10 or less, with some as low as $1.

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Retail TouchPoints

JANUARY 13, 2025

Retailers need to continue to focus on enhancing the digital product discovery experience, especially as more and more channels arise for consumers to discover and purchase their products.

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Retail TouchPoints

JULY 9, 2025

However, while social ecommerce is predicted to be a $1 trillion sector by 2028 , a striking contradiction exists: platforms are racing ahead with integrated shopping features, but consumer trust isn’t keeping pace. What unites them is the shared challenge of making the ecommerce experience feel seamless and secure.

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Inside Retail

NOVEMBER 14, 2024

In a competitive e-commerce environment, customers are most likely to return to shop where they have had the best experience. Yet many retailers are falling short, explains Mareile Osthus, CEO and co-founder of Humii, a platform that essentially X-rays retailers’ online customer experience.

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Retail TouchPoints

FEBRUARY 5, 2025

According to the findings, dissatisfaction with pricing has surged to become the leading source of complaints, outstripping concerns such as stock availability, customer service and checkout processes. Avoid surprises at checkout by maintaining transparency throughout the customer journey.

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Retail TouchPoints

APRIL 25, 2025

Retail businesses are no longer self-enclosed entities where everything revolves around a checkout and some inventory management software. A strong network infrastructure supports everything from payment processing and inventory management to customer engagement and security, ensuring business continuity and long-term growth.

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Inside Retail

MAY 5, 2025

Whether through influencer-led shopping events, interactive livestreams, or shoppable posts, brands can engage consumers in real time and reduce the friction between discovery and purchase. Those that invest in creator-led commerce, seamless checkout, and cross-channel personalisation will be best positioned to capture market share.

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Retail TouchPoints

DECEMBER 23, 2024

But in the world of gaming, digital twins also empower players to express themselves more creatively and authentically online , using skins and other digital goods to customize their avatars. The Walmart API managed the entire payment process, presenting it to customers in a seamless and familiar checkout flow.

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Retail TouchPoints

JANUARY 6, 2025

The cashless convenience stores will have a community focus, supporting local partners and minority- and women-owned businesses by featuring their products and other healthy options for student consumers. The modern flow of the store, including self-checkout, will enhance efficiency and convenience for everyone.

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Retail TouchPoints

OCTOBER 24, 2024

Where customers used to move through an orderly progression of steps before making a purchase in stores, they now jump in and out of various stages of “awareness” and “consideration,” seemingly at random, throughout their digital day. “The Instead, many brands are getting lost in a sea of sameness.

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Retail TouchPoints

MARCH 27, 2025

Between the tariff tug-of-war, flailing markets, insanely high egg prices and general twitchiness (as one strategist put it), consumers have gotten a bit hard to nail down lately. Here’s what some of the leading minds in retail say consumers need now. One thing is clear its not AI.

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Retail TouchPoints

JUNE 26, 2025

Rapid shifts in consumer behavior, combined with accelerating technological innovation, require retailers to prioritize mobile site excellence more urgently than ever. Consumer expectations have already evolved dramatically. Shoppers now demand immediate, frictionless experiences across mobile devices, and their patience is thin.

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Retail TouchPoints

JULY 17, 2025

Text message marketing is a significant revenue driver for retailers, earning more engagement from consumers daily. Two-step pop-ups collecting both email and SMS opt-in remain marketing best practice for list growth, and all retailers can benefit from an additional (unchecked) checkbox at checkout. local time.

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Retail TouchPoints

JULY 11, 2025

In today’s competitive retail ecommerce landscape, where consumer expectations are shaped by experiences from major retailers and marketplaces, brands must go beyond attractive design to deliver experiences that truly convert and retain customers. Success lies in designing digital journeys that do more than look good.

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Retail Focus

OCTOBER 23, 2024

British heritage brand Denby Pottery has launched direct-to-consumer (DTC) ecommerce capabilities into 29 European markets, in partnership with ESW , ending years of post-Brexit trading challenges. Additionally, ESW resolved Denby’s customs compliance issues, allowing it to reactivate its key Spanish market.

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Inside Retail

JANUARY 22, 2025

Today, consumers expect the freedom to shop on their own terms, being able to review all the options available to them online and without disrupting their daily routines. For example, generative AI can be used to summarise thousands of product reviews into concise snippets, sparing consumers the need to sift through endless opinions.

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Inside Retail

MAY 27, 2025

In 2025, retail is definitely a battleground where the customer experience (CX) can make or break a brand. In an industry where 86 per cent of consumers are willing to pay more for a great experience, yet only 22 per cent feel that retailers truly understand their needs, the gap between expectation and execution is massive.

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Retail Gazette

JUNE 9, 2025

Matalan said the investment will focus on modernising store layouts, improving customer experience and expanding its national footprint. The fashion and homeware retailer will upgrade 30 stores and open 10 new or relocated sites across key regions including London, Essex, Hampshire and Northern Ireland.

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