customer service

Packaging & Product Engagement How Brands Like StubHub Are Leveraging Data Intelligence For Personalized Outreach

As detailed in PSFK & Microsoft's 2020 Retail Trends Playbook, these three brands are mindfully collecting consumer data and applying that intelligence in order to deliver personalized marketing content

Retail Retail Trends Playbook Excerpt: Key Initiatives To Transform Data Into Exceptional Customer Experience

As detailed in PSFK & Microsoft's 2020 Retail Trends Playbook, these four strategies outline how retail businesses can leverage consumer intelligence to remain competitive in a rapidly changing market

Delivery & Logistics Retail Trends Playbook Excerpt: Making The Case For A Data-First Retail Strategy

As detailed in PSFK & Microsoft's 2020 Retail Trends Playbook, these three key trends explain the benefits of investing in a data-rich infrastructure and how retailers can best implement it

Brand Activation & Immersion How Tech-Focused Retailers Like Sony Are Enabling Next-Gen Store Experiences

New York retailers are utilizing technology to empower sales associates and turn the store visit into a dynamic, personalized experience

Consumer Goods Future Shoppers Could Receive In-Store Shopping Assistance From An Avatar

Millie is the artificially intelligent sales associate capable of recognizing customers and holding conversations with them, offering retailers a digital alternative to human employees in the age of ecommerce

Fashion & Apparel H&M Chat-Based Platform Helps Employees Manage Tasks All In One Place

The retailer is helping employees communicate and stay notified directly through their mobile phones, partnering with Convo to enable a centralized task management platform

Shopper Education & Assistance Walmart Invests In Better Customer Service With VR Training For All U.S. Employees

The decreasing cost of VR headsets is allowing the retailer to introduce the training in all of its stores, hoping to optimize worker education as well as provide better customer service

Automotive Automotive Parts Retailer Offers Customers Next-Day Delivery Service

The auto parts giant is currently running the program in 83 markets with plans to take it nationwide, enabling DIY-oriented consumers to speedily fix smaller repairs themselves

Store Experience & Design Voice-Activated Wearable Helps Container Store Employees Deliver Better Customer Service

The voice-controlled mobile app enables employees to communicate with each other throughout the day to make sure all customer needs are met as well as provides them remote access to store analytics

Post Purchase Service & Support T-Mobile's Team of Experts Will Provide Customers With 24/7 Real Human Support

The network operator's initiative aims to provide dedicated support at any time of day and asynchronously, offering customers increased convenience and post-purchase aid while reducing frustration

Banks, Insurance & Financial Services How One-To-One Service Is Improving The Digital Retail Experience

From access to 24/7 tech support to live chat with in-store associates, retailers are focusing on providing personal service and aid for customers, retaining a human element in a virtual world

Food & Beverage Starbucks Creates Employee Toolkit & Workshops To Combat Bias

From new in-store technologies to a redesigned employee curriculum, the coffee company is taking its customer feedback seriously in its effort to fight racial biases and provide fair treatment

Advertising Op-Ed: Why AI Won't Replace The Human Touch In Brand Marketing

The best brand experiences will prioritize human connection, with 'silent' tech working in the background, argues Mirum strategist Kimberly Gossard

Transactions & Payments Bot Offers Instant, Interactive Customer Conversations During Peak Hours

ServiceNow is offering a new chatbot model that can personalize results and solve problems without human intervention