Total Retail Tech Insights
Total Retail Tech Insights was created as a resource for executives in the retail industry who seek information and solutions for their technology wants and needs. Through brief but in-depth interviews with subject matter experts and industry thought leaders, listeners take away actionable information and practical advice to help drive their technology road maps. From idea to implementation, Total Retail Tech Insights is the content retail executives need to optimize their use of technology throughout their organizations.

In this episode of Total Retail Tech Insights, Editor-in-Chief Joe Keenan interviews Mike Hughes, CEO of Exchange Solutions, a personalized loyalty solutions provider for retailers. Hughes discusses the business' omnichannel loyalty offerings, how Exchange Solutions' clients' loyalty programs shifted to account for changing consumer behavior during the COVID-19 pandemic, and how personalization impacts customer experience and loyalty. He shares how trust factors into consumers' decision to share personal data with a retailer, why the collection of first-party data will be essential for brands going forward, and why consumers' increased awareness of data privacy is a positive change for loyalty providers.

Furthermore, Hughes discusses how loyalty providers such as Exchange Solutions can help retailers take advantage of opportunities to build long-term customer relationships. Lastly, he shares why omnichannel data collection and integration is critical, and how Exchange Solutions is utilizing that data to create a holistic view of the customer and deliver personalization for retailers.

This episode was recorded at CRMC 2021 in Chicago.

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