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The customer journey map is a critical component of the success of a brand and retailer, as it offers a visual narrative of the manner in which consumers interact with the brand, services, and products. Given the numerous modifications that occur within a retail strategy, it is imperative that this document be maintained as a living document. The customer journey … Read more

In a highly competitive landscape, retailers and direct-to-consumer brands are under pressure to optimize their return on ad spend (ROAS) as 2025 approaches. The era of relying exclusively on Meta and Google is over; channel diversification has become an absolute necessity. According to the 2024 Marketing Channel Diversification report by Nift, 73% of brands that utilize three or more marketing … Read more

The shift in consumer expectations is one of the most significant challenges that retailers are currently facing as they navigate a complex and swiftly changing landscape. A seamless integration between physical stores, online platforms, and mobile experiences is now a requirement among customers. In order to maintain a competitive edge, retailers must offer a seamless omnichannel experience that enables consumers … Read more

Established in Somerset, England, Clarks, a shoe retailer with a 200-year history, maintains an archive of over 22,000 designs that originated with a sandal crafted from sheepskin offcuts. The initial product was indicative of the company’s fundamental principles: conscientiousness, innovation, and craftsmanship. However, the retailer’s technology infrastructure was not evolving at the same rate as footwear innovation, which continued to … Read more

The CX Innovators podcast, which was moderated by RetailCustomerExperience Editor Judy Mottl and hosted by Networld Media Group, was first released in 2024. The podcast’s primary concentration is on the innovation and strategy of retail customer experience. Leaders from major brands and retailers participated in the podcast to share their expertise, insights, and CX philosophy. RetailCustomerExperience is providing a concise … Read more

Although AI remained the most prominent topic in the retail customer experience in 2024, retail CX leaders were evidently interested in enhancing the in-store customer experience and developing a more engaging and gratifying loyalty program for consumers. The following are the top five contributed blogs on RetailCustomerExperience that garnered the most reader attention in 2024. No. 1: The impact of … Read more

The manner in which we interact with brands, shop, and live is perpetually being transformed by digital advancements. Consumers of the present day anticipate a seamless integration of both online purchasing and brick-and-mortar experiences, resulting in a fluid shopping voyage that provides rapid access to products and services, personalization, and convenience. This development has rendered omnichannel strategies not only advantageous … Read more

With just weeks before 2025 approaches, RetailCustomerExperience offers a rapid hit compilation of most-read articles in 2024. Readers were particularly interested in the ways in which brands are transforming the customer experience and the rapid changes in consumer behavior, despite the rapid advancement of AI in retail. The following are the four most frequently viewed publications in 2024. Click on … Read more

AI continues to be the primary topic of discussion in the retail customer experience as 2025 approaches. However, there are other trends that are gaining traction as a result of a variety of factors that are compelling retailers to become more agile, responsive to consumers, and to gain a better understanding of the retail shopper. RetailCustomerExperience conducted email interviews with … Read more

Focusing on Gen Z customers has been all that shopping has done for the past few years. For the next few years, the focus will likely shift to Gen Alpha, a group of consumers whose numbers are expected to reach 2.2 billion this year, according to a Razorfish report that compares the attitudes and behaviors of Alphas to those of … Read more