Retail TouchPoints

JANUARY 19, 2024

Put mildly, it has been a challenging few years for retailers. A historic pandemic with a double-whammy of supply chain and staffing issues as well as persistently high levels of inflation have up-ended a lot of industry norms and pushed consumers to increasing their scrutiny on where and how much they spend. Where should they start?

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Payment Services Merchant Services Retail Customer Experience 340

Retail TouchPoints

SEPTEMBER 19, 2023

Customer experience (CX) optimization is a necessity for ecommerce retailers and other online businesses that want to convert visitors, drive sales and cultivate customer loyalty. More than a third of those major retail sites didn’t support searches by product number.

Customer Experience 287

Customer Experience Customer eCommerce Customer Loyalty 287

Retail TouchPoints

SEPTEMBER 11, 2023

Retailers have taken notice of this shift and are increasingly turning toward experiential retail to meet changing customer preferences. In fact, according to a Forrester Consulting study sponsored by Shopify, 40% of brands say offering experiential retail will be a top priority for them in the next year.

Technology 264

Technology Point of Sale Customer Experience Customer Loyalty 264

Retail TouchPoints

MARCH 12, 2024

The future consumer is a #mood. By now, it’s a given that consumers expect personalized brand interactions and offerings, but it’s not just functional benefits they’re after. In 2024 and beyond, we will see mood enter the limelight, with retailers catering to people’s day-to-day vibes and emotions. That rises to 62% in the U.S.

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Retail TouchPoints

APRIL 11, 2024

We are past the point of conjecture about whether AI will upend the retail industry; it already has. In a recent study sponsored by Nvidia, 69% of retailers that used AI in 2023 reported that it increased revenues, and 72% said it reduced operating costs. But what are the most forward-thinking retailers doing with AI this year?

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Retail TouchPoints

JANUARY 30, 2024

Generative AI (Gen AI) has brought about a seismic shift that’s reshaping customer interactions and business operations. As retailers ride the AI wave, it’s important to simultaneously address both the opportunities and responsibilities it brings. Moreover, ethical AI training in retail should also focus on inclusivity.

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Retail TouchPoints

FEBRUARY 14, 2022

EVP and CFO Shawn Guertin announced estimated capital expenditures as high as $3 billion to “invest in technology and digital enhancements to improve the consumer experience as well as our community locations” during a Feb. 9 call with investors. million , according to President and CEO Karen Lynch.

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Retail TouchPoints

DECEMBER 13, 2023

Despite the surge in online shopping, physical stores remain essential for retailers, providing a space for customers to interact with products and build deeper brand connections. A well-designed store can create a memorable brand experience that strengthens customer loyalty.

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Retail Customer Loyalty Social Media POS 312

Retail TouchPoints

JANUARY 15, 2024

Within the larger global market, McKinsey estimates that the retail and CPG sectors have the most to gain from AI , with potential to harness the tech and drive huge improvements in operational efficiency as well as the customer and employee experience.

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Retail Customer Experience Technology Operations 312

Retail TouchPoints

AUGUST 17, 2023

The latest Consumer Price Index (CPI) data highlights a significant deceleration in inflation, now standing at half of last year’s peak. This moderating trend in inflation is an encouraging development, but it is not without its caveats, particularly within the dynamic and complex terrain of the retail and consumer goods industries.

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Retail TouchPoints

FEBRUARY 1, 2021

The landscape of commerce and delivering customer experience changed dramatically over the past year, as millions of shoppers found health, safety, social distance and remote work taking center stage in their daily lives. Dress clothing retailers such as Brooks Brothers filed for bankruptcy , while athleisure wear boomed.

Customer Experience 323

Customer Experience Customer Omnichannel Social Media 323

Retail TouchPoints

FEBRUARY 8, 2024

The growth of retail media networks (RMNs) in recent years has been impressive. As the world moves away from third-party identifiers, retailers are using their own channels to unlock the potential of their valuable shopper audiences — so much so that retail media is now the fourth-largest advertising medium, according to data from WARC.

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Payments Payment Services Retail Channel 312

Retail TouchPoints

FEBRUARY 7, 2024

That can be difficult when the average consumer is bombarded with ads, but that is why brands are turning to interactivity to stand out amongst the clutter. Such an experience is likely to resonate with them when they log off, and therefore they will purchase a product from that brand. more involvement than static content.

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Retail Games Clothing Customer Retention 287

Retail TouchPoints

JUNE 9, 2022

The majority of consumer goods and retail (CGR) companies have accelerated their digital journeys over the last two years to better serve the growing number of online shoppers. Spotlighting the Customer Experience (CX). Connecting Employee and Customer Experiences. And it doesn’t stop there.

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Retail TouchPoints

OCTOBER 18, 2022

Customers aren’t analyzing their behaviors within retail locations, but every retailer should be, and they should be learning from it every step along the way. It’s imperative customers are safe, comfortable and are offered privacy as they move about. This is where full-journey people tracking technology comes into play.

Customer Experience 311

Customer Experience Customer Apparel Technology 311

Retail TouchPoints

SEPTEMBER 7, 2022

Brands, in their never-ending quest for relevance, must dive deep into human experiences, connecting with consumers at an emotional level. Each employee or consumer must feel that they are part of something bigger than themselves. What can you show, tell and teach the consumer? Purpose-Driven Design. ??The

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Customer Experience Customer Social Media Arts 289

Retail TouchPoints

SEPTEMBER 13, 2023

Commerce is expanding rapidly, especially within the retail sector. retail sales have increased 8.8% However, challenges are inevitable, despite the resilient consumer spending we’ve seen earlier in the year. These sorts of requests — known as chargebacks — are very expensive and time-consuming for all parties involved.

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Shipping Costs Payment Services Banking Retail 277

Retail TouchPoints

MARCH 3, 2023

Today’s retail environment is challenging — whether it is price pressure from discounters, market disruption from online players, increased price transparency for shoppers or changing macroeconomics. That said, differentiated experiences are possible, and the way forward will be through personalized approaches.

Consumer 283

Consumer Customer Loyalty Customer Experience Recommendation 283

Retail TouchPoints

JULY 21, 2023

These are words often used to describe ecommerce sites, despite the rapid evolution of digital technology. “There’s nothing special about ecommerce,” said Matt Maher, Founder of M7 Innovations in an interview with Retail TouchPoints. “As Uninspiring.

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Technology eCommerce Outdoor Consumer 246

Retail TouchPoints

JANUARY 25, 2021

Businesses across sectors are turning to voice technologies in response to COVID-19 health and safety concerns. These concerns are fueling consumer expectations for more contactless experiences everywhere they go, including the retail environment. The industry, valued at $5.2 billion in 2016, is projected to reach $26.15

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Technology Consumer Retail Other 217

Retail TouchPoints

MARCH 14, 2024

Retailers that have recently launched their own retail media businesses should learn from what the established leaders already do. In this way, retailers will act more like media houses and thus engender the trust of CPG advertisers. retailers all offer.

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Retail Omnichannel Consumer Channel 311

Retail TouchPoints

JANUARY 11, 2024

Generative AI has put the retail industry at yet another inflection point. 2023 was a period of experimentation for retailers, and many thoroughly assessed where this new technology could have the biggest impact. But for many retailers the question remains, “Where can this new technology best help my organization now?”

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Retail eCommerce Technology Social Media 276

Retail TouchPoints

MAY 3, 2023

The essence and approach of this model and technology can be extrapolated and applied to different industries and technologies. And we push the limits using high-performing feature engineering technology that can successfully manage Big Data data marts, provide visibility for business intelligence users and guide marketing campaigns.

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POS Customer Experience Customer Technology 276

Retail TouchPoints

OCTOBER 12, 2023

Consumers are cautious and somewhat “on watch” when it comes to AI, but they know they’ll need to reconcile their reservations. According to Morning Consult, 52% of consumers are convinced that AI is here to stay. This will drive engagement and loyal customers who find such functionality to be critical acknowledgment of their needs.

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Technology Other Consumer Fashion 297

365 Retail

APRIL 26, 2024

Artificial intelligence (A)-driven in-store workforce scheduling solution, Orquest , has been announced as the winner of the 2024 Innovation Awards by the Retail Technology Show. It enhances retail operational efficiency, fosters frontline team well-being and delivers an optimised customer experience.

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Technology Retail Events Operations 65

Retail TouchPoints

MARCH 25, 2024

Are you ready to explore the evolved customer journey? The Retail TouchPoints team is reporting on all the news breaking before, during and after the Retail Innovation Conference & Expo , taking place June 4-6, 2024, at McCormick Place in Chicago.

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Retail Article Omnichannel Customer Experience 260

Retail TouchPoints

JULY 8, 2022

CVS Health has appointed Tilak Mandadi as both EVP and a new role, Chief Data, Digital and Technology Officer. Mandadi will start in the role July 25, 2022, managing the company’s data, digital and technology strategy while overseeing growth and innovation through digital-led, consumer-focused experiences and services.

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Retail TouchPoints

APRIL 25, 2023

Retailers that prioritize ecommerce recognize that the end-to-end user experience is more important than ever. Consumers expect convenient, interactive shopping experiences, from online to in-store and everything in between. New digital opportunities.

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Technology eCommerce Shipping Costs Games 277

Retail TouchPoints

OCTOBER 15, 2021

Brands and retailers are feeling mounting pressure — from consumers, shareholders and even their boards — to be more inclusive. But it’s still true that only a small fraction of the fashion retail market has put tactical plans into place to support this significant consumer base. billion in the U.S.

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Consumer Retail Merchant Services Fashion 290

Retail TouchPoints

OCTOBER 24, 2023

The last three years have been a whirlwind for retailers and CPG companies. Now, the landscape is shifting again, and it’s a mix of good and bad news for retailers and CPGs. For example, with the growth of omnichannel orders, retail employees have needed to pick and pack items at the store level.

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Retail TouchPoints

JANUARY 18, 2024

The technology, particularly generative AI, already is powering use cases throughout the retail enterprise, and it’s still on a strong growth trajectory, even — or perhaps especially — because the technology itself is still developing. AI requires training and accurate data for peak performance.

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Retail TouchPoints

DECEMBER 20, 2023

The Retail Remix podcast was developed to feature the founders, executives and practitioners shaping retail’s future. The top five episodes of 2023 reaffirm some of the most trending topics we covered on Retail TouchPoints over the past year, illustrating how rapidly the industry (and the customer experience) have evolved.

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Retail Supplies Merchant Services Social Media 264

Forrester eCommerce

MARCH 15, 2022

Luxury brands continue to grapple with their evolving digital go-to-market strategies in the face of ingrained traditions, placing a premium on the in-store customer experience. Year on year, Forrester’s consumer surveys show that luxury consumers are more digitally mature than their mainstream counterparts.

Customer Experience 195

Customer Experience Customer Consumer Marketing 195

Retail TouchPoints

AUGUST 4, 2022

In 2021, an analysis of web traffic data by Imperva Threat Research revealed that four out of every 10 shoppers on a retail site were not human. During a peak holiday shopping period in November 2021, bad bot traffic increased by 73%, negatively impacting customers’ online experiences in the process.

Customer Experience 278

Customer Experience Customer Gifts Management 278

Retail TouchPoints

JULY 17, 2023

Connecting the world of physical objects into a smart network, IoT technology brings new business opportunities for retailers and provides data-driven insights for decision-makers. According to Grand View Research , the global IoT retail market was valued at $42.38 billion in 2022 and is expected to grow at a CAGR of 28.4%

Food and Beverages 246

Food and Beverages Payment Services Retail Payments 246

Retail TouchPoints

SEPTEMBER 10, 2021

Building connections with consumers is one of retail’s most enduring challenges, and highly tactile brands faced extra difficulty when the pandemic limited traditional in-person efforts. The word that comes to mind when we talk internally about customer experience and the customer journey is fluidity,” said Lande-Shannon. “We

Customer Experience 276

Customer Experience Customer Omnichannel Technology 276

Retail TouchPoints

MARCH 16, 2023

What we know for sure is that consumer perceptions and choices are affected by culture, which also affects spending habits. To succeed in reaching potential customers where they are, your team must employ a culturally competent localization strategy to establish a competitive advantage. based consumers only.

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Consumer Leisure Technology Travel 290