Customer Data

5 Ways Technology Can Minimize Product Return Rates
August 25, 2020 at 9:34 am

Between November 2019 and January 2020, shoppers across the U.S. bought a record amount of goods, about $1.1 trillion, approximately 5 percent more than in 2018 over the same period, according to Deloitte. This is good news for the fashion and beauty industry at large, however, there’s a growing problem in retail that may reach…

How to Reinvent CX in the New Normal With Omnichannel Personalization
August 11, 2020 at 3:26 pm

In today’s shopping environment, consumer habits change by the day. One day shoppers may browse social media for a particular product, and the next, they browse different websites for the same product. Consumer behavior was already shifting towards digital before the coronavirus crisis. The COVID-19 pandemic, with its stay-at-home orders, has taught even the most…

Changing the Narrative: Setting the Stage for Retail Recovery, Part 2
July 30, 2020 at 4:06 pm

In part one of this article, I examined the challenges that the retail sector has faced since the beginning of the pandemic, and its inability to rely on traditional historic consumer data when it comes to meeting consumer needs. Artificial intelligence (AI) and machine learning, however, could be the key to providing retailers with the…

The Future of Retail After COVID-19
July 29, 2020 at 4:24 pm

It was a ticking time bomb: in a pre-COVID, increasingly omnichannel-driven world, many areas of North America and Europe were already oversaturated with physical retail. And now that the COVID-19 pandemic has either forced or prompted consumers to shop differently — often online for the first time — the shift to e-commerce has dramatically accelerated. Without…

Changing the Narrative: Setting the Stage for Retail Recovery, Part I
July 21, 2020 at 12:37 pm

At the start of 2020, the biggest challenges for the retail industry were issues such as market saturation, finding new ways for old and aging brands to stay relevant, and the impact of new technologies and innovations. No one anticipated the greatest challenge of 2020 — and beyond — would be a pandemic that shut…

Transparency in a New Decade: Getting Your Customers to Opt in as Part of the Brand Experience
July 14, 2020 at 12:52 pm

Data has dramatically redefined the brand experience over the last decade. In some cases, it has migrated from outside the more traditional landscape — being compounded to reveal insight into consumer behavior — to data points that now can highlight why consumers make decisions in real time as they move through the physical world. Needless to…

A Step-by-Step Guide to Building a Retail Personalization Platform
July 10, 2020 at 12:56 pm

The majority of consumers — 80 percent to be exact — say they’re more likely to shop with a retailer that offers personalized experiences. The preference for personalization is so strong that 78 percent of customers won’t even engage with an offer that hasn’t been made relevant to them. Delivering on Personalization Pays Off Businesses that…

Retail Modernization: Unlocking Actionable Insights
July 9, 2020 at 5:21 pm

Disparate systems and siloed data make it nearly impossible for retailers to effectively run analytics that provide insight into the business and its customers. Modernizing legacy infrastructures and moving data to a centralized location within a cloud platform lets retailers reduce IT spend (from costly maintenance), leverage advanced technologies to transform structured data into actionable…

Today’s Consumers Expect Personalization: Here’s What This Means for Your Brand
July 7, 2020 at 3:37 pm

For the past four years, the Gladly team has released its annual Customer Expectations Report to better understand today’s customers — e.g., the types of experiences they want and expect from the brands they love. But as we all know, the world is a very different place today, one where we talk about social distancing…