Personalization

Most brands talk about personalization like they’ve mastered it. However, personalization is still mostly smoke and mirrors. If customers click your email and land on a website that acts like it has never met them, you’re not personalizing, you’re decorating. True personalization spans the entire customer journey. Great customer experience (CX) feels like one continuous…

In episode 499 of Total Retail Talks, Editor-in-Chief Joe Keenan interviews Mike Natenshon, founder and CEO of apparel brand Marine Layer. Beginning from his desire to re-create a favorite worn-out college T-shirt to founding a successful brand known for high-quality, custom fabrics, Natenshon breaks down Marine Layer's milestones. From opening its first retail store (2:00)…

Retailers are pushing hard to personalize every step of the shopping journey. As the tools get sharper, so does a real challenge: knowing when personalization feels helpful and knowing when it feels like someone is looking over your shoulder. That “creepy factor” shows up the moment shoppers feel observed instead of understood. The ability to…

For years, headlines foretold the demise of brick-and-mortar retail. As e-commerce boomed and digital convenience reshaped consumer behavior, many predicted physical stores would fade into irrelevance. However, today's flagship locations tell a different story. Shoppers, especially digital natives like Gen Z, are showing up in person for immersive brand experiences, hands-on product demos, and personalized…

The holiday season has always been retail’s pressure test. Black Friday and Cyber Monday aren’t just high-volume days. They expose the strengths and weaknesses of every system a retailer relies on. When traffic spikes and customer behavior shifts hour by hour, you see very quickly whether your data foundation is built to keep up or…

The global pandemic at the start of the decade reshaped consumer behavior, driving a surge in digital connectivity and dependence. Online shopping didn’t just grow; it became the norm. Today, about 59 percent of consumers prefer to shop online, where they’re met with tailored product recommendations, curated promotions, and predictive reminders to restock their favorites.…

In today’s digital-first retail environment, one thing is clear: shoppers expect hyperpersonalized experiences. From curated product recommendations to timely emails and in-app suggestions, consumers want brands to understand their preferences, predict their needs, and adapt to those needs quickly. The catch is, the more personalized the experience, the more personal data it requires. In a…

Laura Bollier, CEO of VENUS Fashion, discusses the modernization of the VENUS brand, focusing on honoring its strong legacy while evolving it to meet contemporary needs. Drawing on her 25-plus years of experience in the retail industry, Bollier highlights the importance of elevated quality, intentional fit, and a curated assortment for the modern woman. In…

In the age of hyperpersonalization, delivering seamless, secure digital retail experiences is no longer a competitive edge. It’s now becoming a consumer expectation. As retailers race to tailor every interaction, the need for a modern, adaptive customer identity and access management (CIAM) strategy has never been greater. Today’s consumers want personalized experiences, but they also…

With inflation and rising prices looming, U.S. consumers are gearing up for the 2025 holiday season with a sharp focus on value and convenience. A recent Holiday Survey report from Monetate of 1,500 shoppers reveals that more than two-thirds (67 percent) are worried about costs, and 76 percent are hunting for deals to stretch their…