Category: Customer Experience

November 7, 2025November 7, 2025AI, Change Management, Customer Experience, Retail, Strategy, Tech

Retail’s AI Evolution

As AI in retail explodes, are you confused? Me too. Here’s a high-level framework to help all of us go from chaos […]

November 3, 2025November 12, 2025AI, Change Management, Customer Experience, Retail, Strategy, Tech

The Race to Conversational Commerce

Retail’s getting conversational. As e-commerce makes an evolutionary leap to conversational commerce, there’s some serious déjà vu. In 2017: 🛍️ Walmart and […]

October 23, 2025October 23, 2025CPG, Customer Experience, Marketing, Retail, Retail Media, Sports, Strategy

Live Sports are Advertising Gold

⚾📣 Live sports are advertising gold Tomorrow the Toronto Blue Jays host the LA Dodgers for Game 1 of the World Series. […]

October 23, 2025October 23, 2025Customer Experience, Marketing, Retail, Retail Media, Sports, Strategy

Walmart delivers Super Bowl-sized audiences every week

🏈 Walmart delivers Super Bowl-sized audiences every week. 📣 We often marvel at how many big brands buy ads to connect with […]

February 27, 2025February 27, 2025Customer Experience, Retail, Strategy

Starbucks’ Retro Strategy

Starbucks reconnects with customers and its brand essence. Watch how the coffee giant’s new Back to Starbucks policies reflect: 💚 Customer-centricity💚 Connection💚 […]

February 23, 2025February 28, 2025AI, Customer Experience, Retail, Tech

5 Ways AI Helps Retailers Delight Customers

📈🛍️ AI use soars in retail. See why retailers and brands are turning to AI to accommodate different: 🍎👖 Retail categories💰🕰️ Consumer […]

October 1, 2023October 2, 2023Customer Experience, Retail, Tech

Amazon’s Just Walk Out Tech Takes Off

More physical stores are going frictionless. Amazon’s Just Walk Out tech has expanded beyond Amazon Go, Amazon Fresh and Whole Foods to […]

September 8, 2023August 4, 2024Change Management, Customer Experience, Marketing, Retail, Retail Media, Strategy

Retail Media Risks

#30DaysofRetailMedia | Day 25: Retail Media Risks What threatens retail media success? 🚩 Resistance to change🚩 Silos within and across organizations🚩 Non-standardized […]

September 1, 2023August 4, 2024Customer Experience, Marketing, Retail, Retail Media, Strategy

Retail Media is All About the Data

#30DaysofRetailMedia | Day 20: Retail Media is All About the Data It pays to know the customer. Brands use a retailer’s first-party […]

August 18, 2023August 4, 2024Customer Experience, Marketing, Retail, Retail Media

Consumers’ Retail Media Needs

#30DaysofRetailMedia | Day 10: Consumers’ Retail Media Needs Consumers are the heart of retail media. Savvy, empowered and increasingly mobile, consumers can […]

July 4, 2021July 10, 2021Change Management, CPG, Customer Experience, Industry Research, Marketing, Retail, Tech

Jeff Bezos’ Retail Legacy

Jeff Bezos changed retail forever. By catering to us like royalty with tech-driven convenience and efficiency, Amazon’s founder: ⭐️ Raised industry standards⭐️ […]

June 21, 2021June 21, 2021Brand, Change Management, CPG, Customer Experience, Industry Research, Marketing, Retail

Revisiting 2021 Retail Strategy Trends

It’s been a busy year in retail. Let’s see how these 2021 strategy trend predictions from December have come true so far. […]

June 14, 2021June 14, 2021Change Management, CPG, Customer Experience, Industry Research, Marketing, Retail, Tech

Revisiting 2021 Retail Tech Trends

It’s retail tech’s time. A 39% YoY rise in U.S. e-commerce sales in Q1 ($196 billion vs. $141 billion) shows how much […]

June 7, 2021June 7, 2021Change Management, CPG, Customer Experience, Industry Research, Marketing, Retail, Tech

Revisiting Retail’s Revolution

What keeps retail CEOs up at night … Let’s revisit this 2021 Retail PEST Analysis from January 2021 to capture today’s market […]

May 31, 2021August 4, 2024Change Management, Content Marketing, CPG, Customer Experience, Industry Research, Marketing, Retail, Retail Trends, Tech

1 Year Later – How Covid-19 Changed Global Retail

Retail looks different. Today marks one year since this piece initially went live, so let’s see which changes have stuck. LASTING CHANGES: […]

May 26, 2021May 26, 2021Brand, Change Management, Content Marketing, CPG, Customer Experience, Industry Research, Marketing, Retail, Social Media, Tech

E-Commerce as Entertainment

E-commerce and entertainment keep converging. Today Amazon announced it’s buying MGM Studios, as the line between merchandise and media consumption continues to blur. […]

May 24, 2021August 4, 2024Change Management, Content Marketing, CPG, Customer Experience, Industry Research, Marketing, Retail, Retail Media, Social Media, Strategic Communications, Tech

Livestreaming Enlivens Retail

Retail goes live to air. Livestreaming helps retailers and brands: – Interact with consumers in real time– Target relevant audiences– Fuel e-commerce […]

May 16, 2021May 25, 2021Brand, Change Management, CPG, Customer Experience, Industry Research, Marketing, Retail

Fitness Invigorates Retail

Health drives global retail growth. The $1.5 trillion global wellness market boasts an annual growth rate of 5-10%. Consumers want to look […]

May 8, 2021May 8, 2021Change Management, CPG, Customer Experience, Industry Research, Marketing, Retail

Sustainable Advantage

This Mother’s Day, retail celebrates Mother Earth. 73% of global consumers say they would change their consumption habits to reduce their environmental […]

May 2, 2021August 20, 2021Change Management, Customer Experience, Industry Research, Retail, Tech

E-Commerce Fuels Stores’ Evolution

What’s in store? E-commerce’s influence. Online shopping growth has forced retailers to transform their brick-and-mortar stores into omnichannel assets. As e-commerce catapults […]