Tag: customer experience

Retailers of all sizes and across various industries face the challenge of quickly getting the right product in the right quantity in the right place at the right time. The roots of this struggle run deep. COVID-19 and the subsequent ecommerce expansion have exacerbated fulfillment issues, with many retailers’ supply chains or partner networks unable […]

Customer journeys have become a hot topic in recent years as retailers and brands try to better understand and enhance customer experiences. While this topic has been at the forefront of business-to-consumer (B2C) companies for many years, it’s becoming more and more important for traditional business-to-business (B2B) companies, like CPG brands—especially since many CPGs are […]

Ethical commerce and technology are essential to a company’s survival. In the retail and CPG spaces, a company’s commitment to its stakeholders is not just expected; if done well, it offers a competitive advantage. The adoption of technology makes a critical difference in whether a company thrives or simply survives. Technology can play a larger […]

Consumers are increasingly moving between physical and digital stores. It’s now mission-critical for retailers to deliver a seamless, unified, omnichannel experience to customers. The UK is one of the world’s most advanced digital markets, with 15% ecommerce penetration in grocery alone. Wanting to gain a foothold with digital consumers, Co-op, a leading food convenience retailer […]

Even before the current pandemic, automotive retail was undergoing a fundamental shift towards a more digital and personalized experience. For years, automotive manufacturers (OEMs) and dealerships have witnessed a decrease in dealership visits and have experimented with new digital experiences and retail formats to counter this trend. In this blog, we will discuss how new […]

Both online and in stores, 2020 has permanently changed consumer behaviors and the retail landscape. To be successful, retailers must focus on innovation and differentiation by optimizing technology investments and developing a culture of experimentation that enables agility now and in the future. At NRF Retail Converge 2021, we will introduce you to innovators who […]

The COVID-19 pandemic created unprecedented disruption. In a matter of days, our world turned upside down. As shelter-in-place lockdowns, mask mandates, and social distancing rules took hold, new patterns of consumption quickly emerged. Arguably, no industry felt the pandemic’s dramatic impact more than consumer packaged goods (CPG). However, leaders are forging ahead with resilience, tenacity, […]

We all witnessed and probably personally experienced the massive shift to online ordering as the COVID-19 pandemic set in. Despite the shift and somewhat surprisingly, 80% of sales still involve physical stores. As ecommerce continues to mature and consumers become more digitally savvy, these trends have emerged: Online sales continue to soar, with a 42% […]

As the retail industry tackles dramatic shifts in shopper behavior, broad changes in product assortments, and huge growth in digital orders, innovative merchants are responding to these market shifts with laser-focused, technology-driven customer experience initiatives. We wholeheartedly applaud these efforts. But it’s not enough. Retailers must also focus on back-office store operations to increase automation, […]

Whether you’re buying online or in a physical store, shopping should be easy, simple, and enjoyable. In the customer’s mind, the retailer or brand is one entity, regardless of the sales channel. For this reason, customers expect their journey to fluidly shift between digital and physical touchpoints with the same conveniences in store as online. […]