omnichannel

Creating a unified commerce experience

Physical and online retail have been on a collision course for years. Legacy brick-and-mortar stores, like Nordstrom and Walmart, have reinvented themselves as major e-commerce players. They’ve added sophisticated... ...Read more

Putting the pieces together: Tips for connecting fragmented data

Consumers increasingly expect an omnichannel shopping experience, and retailers are beginning to feel the urgency to respond. According to a recent Shopgate report, more than two-thirds (67 percent) of retailers now say omnichannel retailing... ...Read more

Vision 2020 retail: The mall’s rebirth

Indoor analytics provides a new opportunity for mall and department store growth Two decades ago, the shopping mall was the hub of public life. Anchored by brand-name department stores... ...Read more

Ghosts of retail past

What Sears has to tell us about customer experience While we’ve been hearing about brick-and-mortar stores being on the ropes for a decade, the number of major retailers that closed over the... ...Read more

Let’s get phygital: Customer experience (CX) in an omnichannel universe

Ten ways to connect with customers in an omnichannel universe Customers aren’t connecting with businesses the way they did even a year or two ago. It’s difficult to overstate... ...Read more

Macy’s needs to address relevancy to ignite brand loyalty

Sinking sales and profits, plunging net income and same-store sales, and evolving customer shopping preferences and patterns have, unfortunately, shadowed venerable retailer Macy’s during the past couple of years.... ...Read more

Customer journey mapping: Avoid these three common pitfalls

Customer journey mapping, the process of visualizing a brand’s customer experience through the eye of the customer, has become a widely adopted methodology by companies who strive toward customer-centric... ...Read more

Improving the Retail Customer Experience for Haute Couture Collaborations

Fast-fashion retailer H&M recently launched its latest haute couture collaboration with French design house Balmain. Within minutes of the launch, the line sold out both online and in stores,... ...Read more

The Future of Retail

Originally published by Retail Vision and re-printed with permission. PK’s Customer Experience Retail Expert, Martin Mehalchin, was recently interviewed by Retail Vision for our perspective on “The Future of Retail.” Along with... ...Read more

Burberry: A Look at Retail Customer Experience Innovation via Product Customization and Social Media

When it comes to customer experience, Burberry often stands out among brands in both retail and fashion spheres. The company continues to push the boundary of digital and physical... ...Read more