How Technology Enhances the Customer Experience

| Daniela Forte

In retail today, technology is playing a vital role to offer the best experience for customers. It has enabled retailers to personalize the relationship between the customer and the retailer. In our latest MCM CommerceChat podcast, Logan Crane, Vice President of Operations for Boll & Branch talks about how the brand has used technology to get a more centric view of the customer journey.

Kohl’s Brings Personalization Front and Center

| Daniela Forte

Kohl’s has taken steps to improve the omnichannel customer experience using an innovative promotional model, personalization and its marketing efforts, attendees were told at eTail West. CMO Greg Revelle said the company’s core mission is to serve families with great products, savings and easy experiences.

Study Finds Disconnect Between What Retailers Offer and What Consumers Expect

| Daniela Forte

There’s a disconnect between what retailers offer customers and what they want in terms of new technologies in the shopping experience, according to a study by Oracle + Netsuite, The Retail Doctor and Wakefield Research. The global study of 1,200 consumers and 400 retail executives across the U.S., UK and Australia found the disconnect spans retail, social media, personalization and the use of advanced technologies such as chatbots, AI and VR.

2019 Ushers in Next Wave of Catering to Empowered Consumers

| Matt Field

Throughout 2018, retailers focused on providing creative, interactive and friction-free shopping experiences for customers. In 2019, you can expect this evolution to accelerate, with personalization and obsessive customer focus at the heart, and new influencer marketing catering to a more individualized consumer experience.

Authenticity, Digital Integration, Social Commerce Key in 2019

| Fritz Hesse

While there were several closures of traditional mainstays who failed to fully adapt to changing consumer needs and expectations, brick and mortar is finding new life through deeply integrated and personalized shopping experiences. As the New Year approaches, here are a few things we can expect to see from the retail industry.