Personalization

Our expert speakers will address how retailers can effectively use individualized promotions as a tool to drive e-commerce sales.

With data collection and privacy becoming central issues on a global scale, retailers and advertisers have come under increased scrutiny from other businesses, customers, and regulators alike. Apple's decision to weaken the unique identifier among its devices as well as landmark privacy laws such as GDPR and CCPA is a harbinger of things to come.…

It’s been over a year since store-first brands suddenly found themselves on the same digital playing field as pure-play direct-to-consumer (D-to-C) brands for the first time in history. One of the many things we learned from this unintentional experiment is that brands that once generated up to 85 percent of their revenue offline simply weren’t…

Checkout remains one of the largest points of frustration in e-commerce. In 2021, roughly 70 percent of shopping carts are still abandoned at checkout. This massive loss in potential sales at the last moment has driven countless merchants to distraction trying to recapture this revenue, while others, unfortunately, ignore this potentially lucrative revenue stream. Merchants…

The COVID pandemic forever changed shopping as we know it. We’ve seen human behaviors change virtually overnight due to the impact of COVID. In fact, 60 percent of global customers changed their shopping behaviors since the onset of the pandemic. This simple human shift of being at home vs. being “out” had a ripple effect…

As part of the 2020 Merchant Gift Card Omnichannel Evaluation, NAPCO Research, in conjunction with Blackhawk Network, conducted a comprehensive analysis of 100 leading merchants' gift card programs. The evaluations consisted of a thorough assessment of the consumer gift card purchase and recipient experience across multiple channels, including in-store, desktop e-commerce site, mobile website, and mobile…

Consumers are bombarded with sales messaging from dozens (or even hundreds or thousands) of brands across multiple channels throughout the day. The only way to cut through the noise is with meaningful interaction. And the only way to do that is to understand the customer’s needs and where he/she is in their journey, a unique…

The e-commerce customer experience will continue to evolve … but how? The coming wave is going to be dramatically different. While e-commerce is nearing 30 percent penetration among consumers globally and almost any product can be bought online, most of these experiences are still based on intent. IRL shopping experiences are still, in many ways,…

To reach consumers, brands need omnichannel strategies that deliver a consistent customer experience at every touchpoint. Yet today’s technical and business conversations about omnichannel are often too limited in scope to achieve what’s ultimately possible. Brands typically only focus on customer interactions across one or two channels or fail to break up the many information…

To survive and succeed in the era of the COVID-19 pandemic, retailers quickly adapted to meet customers' priorities and needs. Convenience became a touchstone of our "new normal," defining how, when, and where we shop. This trend will continue to be a hallmark of how consumers and retailers engage in the future. A recent report…