Customer Data

For decades, Americans headed to malls to take care of all of their back-to-school (BTS) shopping needs. And many still do — 56 percent of consumers rely on department stores to buy school clothes and supplies during this nearly $53 billion season. However, in this BTS season and in the years to come, retailers need to focus…

In 1998, economist B. Joseph Pine II wrote that the world of retail was changing. He noted that the service economy was coming to an end, soon to be replaced with an economy based on memorable experiences and shared events. Now, over 20 years later, the "experience economy" has moved from an academic theory into…

In episode 208 of Total Retail Talks, Executive Editor Joe Keenan interviews Susan Beckett, vice president, digital, direct and e-commerce at Lovesac, a furniture retailer known for creating bean bag chairs and adaptable couches. Beckett discusses the origins of Lovesac, from its first showroom location in Utah to its continued efforts to create seamless experiences for…

In episode 207 of Total Retail Talks, Executive Editor Joe Keenan speaks with Lester Holze, vice president of sales, retail and CPG at Experian Marketing Services, and Dan Thorpe, analytics leader at Chico's FAS. Listen in as Holze and Thorpe discuss why Chico's FAS chose Experian as its data partner and how the relationship has helped the women's…

Today, companies compete based on customer experience (CX). In fact, almost nine in 10 CX pros say providing exceptional customer experience is very or extremely important to their business. But how do leading organizations optimize customers’ journeys, improve customer experience and measure its impact on the business? To find out, Pointillist surveyed over 700 CX,…

Join us for this session to learn about ways to use data to provide a more customized onboarding experience.

It’s been called an apocalypse. Each time a company announces a new wave of brick-and-mortar closures, headlines predict the end of retail as we know it. However, savvy retailers aren’t going down without a fight. As the industry gears up for the year’s next major shopping events — Back to School, Black Friday and the…

This interactive webinar will feature expert speakers who will address the challenges associated with cross-border e-commerce.

If anyone was hoping 2019 would be a gentler year for brick-and-mortar retail, those hopes have been dashed. A recent New York Times report showed that closures in the first few months of 2019 exceeded those for all of 2018, itself a tough year. Retail chains still face the migration of dollars to online and…

Gone are the days of the traditional path to purchase, where customers followed a linear track, considered a handful of brands, and narrowed choices during an evaluation phase. A plethora of interaction points across smart devices and channels coupled with unprecedented consumer choice has made today’s shopper more empowered than ever — and turned the…