In the age of the Internet and digital technology, we all experience how arcane terms quickly become understood by the masses. “Omnichannel” is one of them – at least for those in the world of retail. From a simplified perspective, it’s when a company’s online and offline business processes are perfectly synched, providing customers with the same experience no matter how they shop. But while the benefits of omnichannel are clear, many retailers haven’t fully…  MORE

There’s no question that 21st century retail success depends on technical advancement. The companies that figure how to best implement artificial intelligence, apps, machine learning, and other technologies will most likely lead the pack. But it turns out this can be a one-sided relationship. Consumers want more – in this case, more humanity. That’s the overwhelming finding from a PwC survey of 15,000 consumers. In the U.S, 82% of consumers want more human interactions while…  MORE

From the neon sign to the shopping cart to the electronic cash register, retail growth has always been tied to technology. Only time will tell about what truly benefits the sector, but here are some thoughts about what might happen in the next few years for retail companies. Look out for Instagram For years, Amazon has not only dominated ecommerce and mobile shopping, they seem to separate from the pack more and more. But Instagram…  MORE

Every few years a new technology comes along that alters the landscape for service providers. In the not-too distant past it was something called the Internet. Then came the smartphone. Today it’s Artificial Intelligence (AI). But although most service providers clearly see how AI improves their overall business operations, they may not realize how it can specifically enhance the customer experience. If you haven’t yet seen the light about AI and customer service, it’s time…  MORE

When Amazon bought Whole Foods for billions, it wasn’t because they lacked access to organic kale and cage-free eggs. Making the deal turned Amazon into a true omni-channel retailer. In the simplest terms, omni-channel retail is how business-to-consumer companies are adapting to 21st century customer behavior. Wherever they are, whatever they’re doing, consumers expect the same personalized experience online, via mobile devices, and in-store. Omni-channel provides that multi-prong set of options. Just a few years ago,…  MORE

During lunch with an old friend last week, we talked about how much has changed since we first met over 30 years ago. Politics, the music business, fashion, pop culture, the list goes on. And so much was impossible to foresee. The highlight was when my friend whipped out his smartphone and said, “Who would’ve thought we’d have these things?” True. Where as an iPhone was once only in the domain of science fiction, it’s…  MORE

Over the last 3-4 years, the retail industry has been grappling with digital disruption. Whether one has succeeded or struggled to adapt, there’s no debate that the pace of change won’t slow down any time soon. The key is to recognize the challenges and seek the many opportunities of implementing a true digital transformation. The retailers that do so will be able to not only compete, but will profit in this chaotic marketplace. However, even…  MORE

If you’re a retailer, technology can seem like a constant game of catching up. First you needed a world-class e-commerce site, then the right CRM solution, then the ideal marketing automation software. Now you have to adapt to Virtual Reality (VR). You’ve undoubtedly read article after article about how VR is infiltrating every aspect of life. Medicine, education, sports, gaming, travel and many other sectors are changing with the use of this space-age technology. It’s…  MORE