Digital Innovation

Is COVID-19 Presenting Businesses With the Ideal Opportunity to Invest in Innovation?
January 20, 2021 at 10:33 am

In-store businesses continue to confront evolving challenges, competing priorities, and a sense of uncertainty when it comes to the sustained impact of COVID-19 on their operations. One of the most pressing questions being faced is whether to invest in solutions that offer customers a more convenient and innovative checkout experience. While forward-thinking in-store businesses already…

How Retailers Can Win Big by Embracing the Digital Consumer
January 15, 2021 at 11:20 am

Was it just a year ago that all the buzz in retail was around “experiential retailing”? When Canada Goose, the clothing company, was creating arctic zones in its stores so customers could feel just how warm a CG parka would keep them? One exceptionally long year and one global pandemic later, the retail landscape has…

5 CX Trends to Help You Win Customers’ Hearts and Wallets in 2021
January 13, 2021 at 7:24 pm

The world of commerce is continually changing and evolving as a direct impact of technological advances. In 2020, we learned how much technology can shape our experiences and how important it is to use it correctly to make customer journeys frictionless. Consumer expectations shift quickly, and everything in retail changes rapidly. In fact, I would…

What’s in Store for Retail in 2021
January 11, 2021 at 9:41 pm

The retail industry was massively disrupted with the onset of the COVID-19 pandemic in 2020. Stores were shuttered and consumers had no choice but to make online purchases for items deemed non-essential. For primarily store-based retailers, this seismic shift was a major reality check, and in the most extreme cases, led to permanent closures and…

The Next 5 Years: What Will Retail Look Like?
December 16, 2020 at 7:44 pm

The pandemic transformed the way we shop almost overnight, leading to an immediate rise in digital grocery sales. Shipt and Instacart responded to increased demand for grocery delivery by hiring thousands of additional workers. Many retailers, both physical and digital, followed suit with more hires of their own. While I believe that consumers will ultimately…

Customer Experience and Marketing During COVID-19
December 9, 2020 at 5:55 pm

It was early 2020. Retail was confident it had the right marketing strategies, technology and understanding to reach and guide customers, no matter where they were and under any circumstance. Then suddenly everything changed and one of the very few unanticipated scenarios came into being. A pandemic required everyone to hunker down, undermined confidence, raised…

Adaptation is the Name of the Retail Game This Holiday Season
November 30, 2020 at 11:44 am

The peak of the holiday shopping season is upon us, and in a year of uncertainty, retail executives have needed to rethink priorities and strengthen their resilience against unknown challenges ahead. According to our Road to Election survey, 35 percent of business leaders said the nation’s pandemic response creates new risks for their organizations. Furthermore,…

How Brands Can Prepare for the Biggest Digital Holiday Season to Date
November 24, 2020 at 4:04 pm

2020 has been a year marked by a series of uncertainties. Many companies have seemingly been flying blind the past several months, attempting to weather the fallout from our COVID-19 new normal and pivot their operations in response to our anticipated next normal. Many business leaders are understandably somewhat disoriented by the rapid changes we've…

Ringing in the Holiday Season: How the Appointment Economy Will Thrive in 2020
November 18, 2020 at 7:20 pm

Holiday season 2020 ... bring it on. More than ever, consumers are longing for the joy the season typically brings, especially since life as we know it amidst the worst (and only) pandemic of our lifetime still looms. When we think of holiday shopping though — the crowds, tight spaces and just the sheer madness…