Nancy Darish

The retail industry is still in a state of massive change – one that will reshape the way businesses and consumers interact. As both technology and consumer behaviors evolve, so too must your omnichannel approach. These panelists delve into the exciting changes they’ve made or plan to make in order to innovate and wow their customer bases.

• Refining your messaging and thinking about hyper personalization strategies
• Considering immersive shopping experience with AI and VR
• Integrating voice and visual search capabilities to further enhance customer experience
• Providing customers with real-time visibility into your supply chain to build trust and transparency
• Implementing easier ways to get customers efficiently through the check-out process
• Being prepared to pivot as the landscape continues to change

Customer acquisition is costly – so it stands to reason that once a customer makes a purchase you want to keep them for as long as possible! In order to keep your customers loyal, you have to nurture, delight, surprise and motivate them. These loyalty specialists discuss their best methods to create long-term customers who stick around, make purchases and become brand advocates.

• Creating an omni-channel experience catered to individual shoppers
• Ensuring there’s a tailored post-purchase experience to drive repeat purchases
• Creating a community that engages and retains your customers (via social and other channels)
• Being transparent about brand values and aligning with your customer’s values
• Evolving with consumer trends to offer relevant offers and experiences
• Focusing on customer service during every interaction