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Safety is the New CX, But then What?

Customer Experience has become the focal point for how retailers deliver value to their customers. The classic four Ps of marketing (product, price, promotion, and place) have taken a back seat [...]

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How Retailers Can Prepare for the Unknown: Back to School Edition

We are heading back to school (maybe) during an uncertain time. As the above meme suggests, even consumers have no idea what their purchasing behaviors will be next month. So how can retailers? [...]

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What’s Past is not Prologue: Retail Analytics in the age of COVID-19

Customer behavior today bears little resemblance to customer behavior yesterday, pre-pandemic. The predictive analytics retailers used to depend on for customer insights relied on historical [...]

Being Better is Not Enough: How Retailers Can Thrive Now and in a Post-COVID-19 World

The power is shifting from brands to consumers in the digital age and COVID-19 is accelerating that change. Consumers today have access to information anytime and anywhere, more choice and the [...]

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Many Shades of Green: Attracting and Retaining Sustainability Buyers

For the 50th anniversary of Earth Day, management consultancy Kearney conducted a survey of consumer attitudes toward sustainability and environmental impact twice, once on March 6 and again on [...]

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Retail Business as Unusual- How to Respond to Customer Needs ‘Now’ and in a Post-COVID World

The prospect of a pandemic has been well known for years, but no one could have predicted the impact COVID-19 is having on our world. At times like these with everything in flux, it is difficult [...]

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How Regional Banks Can Harness Data to Deliver Hyper-personalized Customer Experiences

As an avid traveler, I take great pleasure in discovering traditional cuisine and exploring local architecture. During a recent trip in Florence, Italy, I was able to try new dishes and visit the [...]

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Hyper-personalize to Make the Jump to Lightspeed

Retail marketers have been personalizing customer messages and offers since the dawn of… retail. But doing it at scale, regionally, nationally, and globally requires data and automation. And now, [...]

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Consumers are Spoiled. So What Can Retailers Do About It?

I was once talking to my teenage son about his lack of gratitude for all that he had. I called him spoiled. His response? “Well, whose fault is that?” Did I give my precious child too much, too [...]

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Slower is Greener: Avoiding Quick Delivery is Key to Sustainability Efforts in Retail

Here’s the conundrum:  Consumers want to be green.  They also want it fast.  But the two concepts are pretty much incompatible. How important is green?  According to the Global Sustainability [...]