CX in retail
31 articles
At Shoptalk Luxe, Victoria Beckham Beauty and Bremont shared how social listening drives real decisions - from on-site filters to hero products and customer-care trust moments. Here are the practical tactics that turn signals into sales.
NRF keynote speakers Emma Grede and Ben Francis explain how agentic AI, customer trust, and disciplined focus are driving the next era of retail growth.
As AI reshapes how consumers discover and buy products, leaders from Frasers Group and Microsoft share how retailers can adapt to agentic commerce and AI-native shoppers.
At NRF, leaders from PayPal, Home Depot, and Wayfair discussed the rise of agentic commerce and what AI means for the future of shopping. The panel explored trust, merchant control, and how retailers should prepare for AI-driven discovery and transactions.
Gen Z is reshaping retail with their digital fluency and demand for authentic, immersive, and sustainable shopping experiences. Brands must adapt now to capture their significant spending power.
Salesforce and Google Cloud deepen their partnership to integrate Data Cloud and Google BigQuery, enabling businesses to leverage AI and data for personalized customer experiences and insights.
Innovation is a culture, not a stand-alone activity, and true growth comes from protecting customers, fostering collaboration, listening, allowing for failure, maintaining a flat corporate structure, and prioritizing customer experience.
Businesses equipped with a "Digital Transcendence Strategy" - one that seamlessly connects the physical and digital worlds - are poised to master the future economy. This involves digitizing all physical structures and rethinking our interaction with them.
To stay relevant, consumer-facing organizations must leverage digital technologies to offer personalized experiences, track customers, foster engagement, embrace social ecosystems, enable instant feedback, and adapt to new payment forms.
Successful retailers connect online and offline channels by empowering in-store associates with conversational commerce tools, boosting conversion and customer experience.
Digital is "dead" due to a lack of "Digital & Physical Cohesion," which prevents organizations from effectively influencing the path to purchase. The article explores the reasons for this divide.
The article discusses the importance of bold investment in digital transformation, highlighting that aggressive responses to digitization improve projected revenue and profit. It emphasizes utilizing AI tools for actionable insights and exceptional customer experiences in a post-digital world.
Aggressive digital transformation and investment, particularly with AI, are crucial for businesses to thrive and lead their markets, delivering enhanced customer experiences.
The Dolby Pop Up Store in SoHo, New York, exemplifies how an immersive, "Instagrammable" brand experience can captivate customers, proving that emotional connection and experiential design outweigh explicit technology in retail.
Kohl's is implementing a bold new strategy under Tom Kingsbury, focusing on enhancing customer experience, simplifying value, managing inventory, and strengthening its balance sheet, with Sephora partnership and diverse product offerings at its core.
Kowalski's Markets excels in creating an elevated shopping experience through exceptional merchandising, curated products, and digital checkouts, with further growth potential in deeper digital integration.
7-Eleven CEO Danni Peirce is revolutionizing convenience retail through drone deliveries, palm payments, and a successful loyalty program, driving innovation and growth across Asia.
With average screen attention spans now just 47 seconds, retailers must simplify stores, reduce clutter, and strategically allocate products to meet evolving consumer needs.
Building a thriving retail community requires consistent effort and genuine engagement, focusing on inclusive values, engaging experiences, and authentic interactions to drive growth and loyalty.
Fabletics is pioneering a flexible retail model through its customer-focused Vision Membership Program, hyper-localization, influencer marketing, and commitment to sustainability.
Colleen Aubrey discusses the evolution of retail media at Amazon, emphasizing its integration into the customer journey, strategic use of AI, and the need for a broader definition beyond traditional advertising.
NRF APAC 2024 in Singapore promises to be a pivotal event for retail innovation, fostering networking, global insights, and showcasing cutting-edge technology to fast-track success and expand into the Asia-Pacific market.
Co-op's Matt Hood details how the brand leverages its unique cooperative ethos, innovation, and membership model to stand out in the competitive retail landscape and foster loyalty.
HappyOrNot CRO Tim Waterton discusses how real-time feedback transforms retail, driving operational improvements and sales increases through sophisticated data analysis and AI-driven insights.
EagleAI offers an AI-powered data science solution for retail, providing unprecedented insights into customer behavior, optimizing operations, and personalizing marketing efforts.
AI is dominating NRF 2024, reshaping retail by enhancing customer experiences, optimizing supply chains, and driving sustainability. It's an imperative for the industry's future.
Here is a question for you, Does technology and Artificial Intelligence(AI) belong in the, Store Experience of the Future? Today I was due to be flying to Seattle to present on AI in Retail & the...
A rockstar marketing guru (my wife), having just read a short piece I had written on how the Amazon Digital Ledger (Blockchain) would end life as we know it, recommend that I read The Case for...
A rockstar marketing guru (my wife), having just read a short piece I had written on how the Amazon Digital Ledger (Blockchain) would end life as we know it, recommend that I read The Case for...
Yes, the title may be a little clickbait but you’re here, so please give me a brief "virtual" minute to explain. On my morning walk to South Ealing Tube station (pictured above) I am constantly...
What do you get when you multiply approximately 30 million commissioned in-store associates with 2.1Bn smart phone users and square root the $28Trn retail market? A recipe for revenue. In a world...
