Black Friday used to be a “thing” — the one day a year that consumers got up extra early to grab a primo place in line and snag great deals at the store. Karen Webster says that today, Black Friday is just a souped-up example of how consumers shop the physical store every day — or, more precisely, how they don’t.She points to the two things that keep consumers walking into the physical store, but notes how neither can stop their increasing exodus from them. Read More...

Convenience stores attached to gas stations are turning to mobile gas apps to meet consumer demand for digital payments. According to the new PYMNTS Paying At The Pump Report, 82 percent of consumers who use mobile apps to buy fuel want an experience that will let them pay for C-store items. The gas apps, then, could help C-store owners reach digitally savvy consumers who want to tap into digital payment options.  Read More...

The Rise Of Call Center Fraud

Call centers are facing the potential of fraud from agents inside their facilities, as well as from outside callers, and they are taking multi-pronged approaches to combat these threats. But call centers face another consideration when taking on these challenges: They have to be mindful to not introduce friction into the customer experience as they seek to guard against fraud.  Read More...