Retail TouchPoints

DECEMBER 18, 2023

The deal will take Farfetch private; the company has been trading on the NYSE since its IPO in September 2018. Farfetch will rededicate itself to providing the most elevated experience for the world’s most exclusive brands, while pursuing steady and thoughtful growth as a private company.

Boutique 264

Boutique Customer Experience Returns Marketing 264

Retail TouchPoints

MAY 31, 2022

She will leverage her experience to help advance the omnichannel fashion retailer’s plans for growth and developing a best-in-class customer experience. Katz spent 33 years with Neiman Marcus, including eight as CEO, before retiring in 2018.

Customer Experience 278

Customer Experience Store Operations Fashion Planning 278

Retail TouchPoints

OCTOBER 14, 2021

Baratto has been with Under Armour since 2018 as Managing Director of the company’s Europe, Middle East and Africa (EMEA) region. Many major retailers have been adding C-level roles focused on boosting the customer experience and managing customer relations over the past several years.

Consumer 271

Consumer Promotions Customer Experience Management 271

Retail TouchPoints

APRIL 7, 2022

Mattress Firm has hired retail and technology veteran Mickey Mericle as its new Chief Marketing and Experience Officer. She will oversee the retailer’s marketing, advertising and customer experience initiatives as well as lead the development and execution of Mattress Firm’s brand strategy and develop a forward-thinking media strategy.

Marketing 306

Marketing Advertising Customer Experience Location 306

Indigo 9 Digital

MARCH 11, 2022

By Tricia McKinnon For as much as we hear the words “the customer experience” the experience we have with many retailers often feels less than ideal. In defence of the retail industry delighting customers is not an easy thing to do. Nordstrom is making a bet that services are key to a great customer experience.

Customer Experience 52

Customer Experience Loss Prevention Employee Engagement Wholesale 52

Retail TouchPoints

MARCH 17, 2023

Suter joined Glossier in 2018 and has been behind much of Glossier’s brand and aesthetic work since, including a host of marketing campaigns and the brand’s recently opened SoHo flagship. She will also lead omnichannel integration, customer experience and strategy and overall business execution.

Marketing 264

Marketing Wholesale Promotions Customer Experience 264

Retail TouchPoints

JANUARY 2, 2024

The real opportunity lies in using your digital product strategy as a way of improving the customer experience (CX) and finding new growth opportunities. Cosmetics, which is using data to create personalized customer experiences, optimize their marketing and inform their product development — helping them stay ahead of the Gen Z curve.

Customer Experience 282

Customer Experience Consumer Marketing Accounting 282

Retail TouchPoints

NOVEMBER 28, 2023

JD Sports acquired Finish Line in March 2018. In today’s digital age, online shopping has become a norm, and customers are increasingly seeking swift delivery solutions,” said Kristin Matter, VP, Digital at JD Sports in a statement.

Accessories 278

Accessories Apparel Shopping Customer Experience 278

Retail TouchPoints

FEBRUARY 9, 2024

The supermarket retailer first partnered with Instacart for deliveries in 2018; more recently, Hy-Vee began working with Uber Eats for delivery from its 260 stores in August 2023.

Fulfillment 278

Fulfillment Supermarket Marketing Store Operations 278

Retail TouchPoints

JULY 11, 2022

The new concept builds on the retailer’s BeautyIRL concept, which launched in 2018 and is now available at more than 50 locations. Through the Skin Care Centerspaces, which were developed in partnership with L’Oréal , CVS said it hopes to offer experiences formerly afforded only to those who shop prestige beauty retail.

Location 297

Location Beauty and Health ATS Customer Experience 297

Retail TouchPoints

NOVEMBER 14, 2023

After it closed its last brick-and-mortar retail store in 2009, Circuit City launched a comeback in 2018 with an experiential ecommerce site. The integrations are slated to begin online and in select locations this year, with a more expansive rollout planned for 2024.

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Planning Shopping Location Consumer 277

Retail TouchPoints

JUNE 13, 2023

This shift toward unified commerce requires us to blur the lines between physical and digital retail and create a consistent and integrated customer experience across channels. Personalization: With the amount of choice available today, consumers expect personalized experiences tailored to their preferences and behaviors.

Customer Experience 289

Customer Experience Inventory Management Marketing Consumer 289

Retail TouchPoints

DECEMBER 27, 2022

Programmable Voice for Greater Customer Experience (CX). A voice AI solution can improve the customer experience when a customer dials in, as well as cut down on costs by interacting with the customer in real time and routing the call to a live person in the restaurant as necessary.

Customer Experience 321

Customer Experience Consumer Accounting Marketing 321

Retail TouchPoints

AUGUST 24, 2023

since 2018, driving massive success for thousands of small businesses, and now our collaboration with Popshoplive allows us to introduce a platform where creators can become businesses and eventually brands in their own right.” “CS has stood out in the live commerce sector in the U.S. CS has stood out in the live commerce sector in the U.S.

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Drop-Shipping Shipping Fulfillment Management 245

Retail TouchPoints

JUNE 22, 2022

In 2018, he was appointed VP of Global Customer Fulfillment, and in 2019 began leading the company’s newly organized global delivery services, including global import and export, Amazon Logistics and last mile delivery services. Another company veteran, John Felton, will now lead the company’s operations.

Fulfillment 278

Fulfillment Finance Promotions Customer Experience 278

Inside Retail

JUNE 29, 2022

The Japanese retailer received investment from LVMH-owned L Catterton and Mitsui & Co in 2018. Co-founder of Lenskart, Peyush Bansal, said consumers today constantly seek out products, cost-effectiveness, and customer experience, and Owndays will enable Lenskart to meet these demands even more.

Customer Experience 228

Customer Experience Management Consumer Accessories 228

Retail TouchPoints

JANUARY 3, 2022

To remain competitive — and capture as many online dollars as possible — retailers are prioritizing the customer experience and refining the purchasing journey, improving mobile and app capabilities, adding BOPIS (buy online, pick up in-store) and curbside delivery options, enhancing product page listings and more.

Merchant Services 279

Merchant Services Shopping Customer Experience Accounting 279

Retail TouchPoints

OCTOBER 5, 2021

Gap has acquired Context-Based 4 Casting ( CB4 ) , a startup that uses AI and machine learning tools to transform retail operations, increase sales and improve the customer experience. Ulta acquired AI and augmented reality startups QM Scientific and GlamST in 2018.

Customer Experience 275

Customer Experience Consumer ATS 275

Retail TouchPoints

FEBRUARY 13, 2024

In 2018 its Japanese marketplace was spun off and sold to Ebay , which had previously been an investor in Qoo10 parent company Giosis. Upon close, we expect the new Wish platform will have an improved customer experience through increased product assortment and merchant selection. followed by former #1 Shein.

Merchant Services 249

Merchant Services Operating Expenses Shopping Consumer 249

Retail TouchPoints

MARCH 25, 2024

This year, we’ll hear senior-level executives’ perspectives on how customer experiences are evolving as content, community and commerce converge. With an emphasis on customer experience, RICE has three tailored tracks to reflect the distinct interests and needs of its key audience members. Click here to read the article.

Social Commerce 260

Social Commerce Loss Prevention Customer Experience Customer Retention 260

Retail TouchPoints

FEBRUARY 6, 2024

Now, as competition in the pet sector intensifies, Petco is tapping into the inherent emotion of its category to create a similar sense of shared experience and loyalty in its customers. All the work that we did starting in 2018 was around building a foundation of guest experience: How do you engage with them?

Beauty and Health 279

Beauty and Health Returns Shopping Location 279

Inside Retail

NOVEMBER 13, 2023

While Oroton is the first brand in Australia to bring Zero10’s smart mirrors to market, other brands have been experimenting with similar technologies. Recently, The Party People launched its own ‘try-on’ mirrors in time for Halloween, and, back in 2018, Seafolly tried its hand at smart mirrors in its change rooms.

Fashion 290

Fashion Shopping Customer Experience Marketing 290

Inside Retail

APRIL 2, 2024

Since 2018 we have been on a professional and personal journey to learn more about our production, materials, manufacturing and the people that bring Zulu & Zephyr to life,” she continued. I believe our customers came to Zulu & Zephyr for hope – hope for holidays, vacations, time with family, times to dress up and feel great.

Fashion 130

Fashion Boutique Customer Experience Shipping 130

Inside Retail

FEBRUARY 8, 2024

Over the last five years as CEO, King has been enacting his ‘customer-first plan’ which has re-established Myer as Australia’s 8th most trusted brand, according to Roy Morgan. If Myer’s plan to reinvigorate its customer experience covers the substance, then its investment in its store refurbishments covers the style.

Department Stores 264

Department Stores Inventory Management Planning Returns 264

Retail TouchPoints

AUGUST 15, 2023

After its late 2018 implementation of the Bolt one-click checkout solution, which draws on data within the solution provider’s network of users and consumers to fight fraud, Polywood saw impressive results: In its first year, the brand marked a 10% lift in checkout conversions, a 5.5%

Checkout 237

Checkout Merchant Services Payment Services Customer Experience 237

Retail TouchPoints

AUGUST 10, 2021

The ecommerce titan entered pharmaceuticals with the acquisition of PillPack in 2018 and has since focused on building off this base. The retailer made the acquisition for $78 billion in November 2018 to broaden its healthcare offerings.

Location 279

Location Planning Management Consumer 279

Retail TouchPoints

OCTOBER 12, 2021

While the JOANN customer experience is extremely human-centric, the retailer doesn’t shy away from using technology. In fact, JOANN began an initiative to improve the store experience, involving everything from lighting, fixtures, open spaces, work tables and in-store tech, in 2018, with a pilot store in Columbus, Ohio. “It

Customer Experience 264

Customer Experience Shipping Location Promotions 264

Retail Focus

APRIL 4, 2024

Despite being a buzzword, digital transformation has now become a defining element of modern business strategy, and its significance cannot be understated (Achille, Marchessou et Remy 2018). A profound metamorphosis – a digital transformation – is necessary to stay at the zenith of their industries (Rathnayaka 2018).

Clienteling 147

Clienteling Supply Chain Management Customer Experience Consumer 147

Retail TouchPoints

FEBRUARY 22, 2021

L’Oréal Group has rolled out a new virtual try-on experience for its Essie nail care brand that is powered by augmented reality developer Modiface , which the beauty conglomerate acquired in 2018. The tool also will include QR codes at select retailers to allow consumers to “try on” nail polish before buying in-store.

Customer Experience 182

Customer Experience Fashion Consumer ATS 182

Retail TouchPoints

DECEMBER 18, 2020

Associates play a crucial in the omnichannel customer experience. They create a face for the brand and use their personal experiences and opinions to guide shoppers seamlessly through the decision-making journey. Originally a multi-year plan, the project turned into a six-month sprint supported by Bold Commerce.

Payment Services 312

Payment Services Checkout Customer Experience Planning 312

Cisco Retail

MAY 28, 2021

In 2018, IDC developed the Service Provider Digital Maturity Index to define five levels of SP digital maturity. As SPs embarked on their digital journey, there were three key common business outcomes that all SPs were trying to achieve: improved customer experience, revenue growth/profitability, and development of new sources of revenue.

Customer Retention 111

Customer Retention Customer Experience Marketing Consumer 111

Inside Retail

JANUARY 9, 2024

Malone, who received a Most Excellent Order of the British Empire in 2018, built not one fragrance empire but two – first with her namesake Jo Malone label, and now with Jo Loves. Having a physical presence that represents all my values and love for fragrance makes such a big difference to the customer experience.”

Department Stores 263

Department Stores Accessories Customer Experience Consumer 263

Retail TouchPoints

AUGUST 26, 2021

Conversational marketing enables marketers to build brand equity and improve campaign performance by transforming the customer experience through a combination of strategy, approach and technology. According to Gartner , 87% of brands expect to compete on customer experience in 2021.

Marketing 317

Marketing Consumer Customer Experience Promotions 317

Inside Retail

OCTOBER 24, 2022

In 2018, specialty vacuum and cleaning retailer Godfreys was delisted from the ASX and bought back by the family of John Johnson, who started the business 90 years ago. If we do it to five stores, and take it to the market, you’re providing an expectation for your customers that [might not be the same as in their local store]. “So

Promotions 246

Promotions Customer Experience Planning Management 246

Retail TouchPoints

APRIL 20, 2022

Brooklinen was an ecommerce pure play until November 2018, when it launched its first pop-up store in just four weeks — an experience that would inform its move into permanent stores. “If The plans were likely delayed due to the impact of COVID-19, but recent sales growth is a sign that the expansion can begin. ”

Planning 296

Planning Shipping Customer Experience Location 296

Retail TouchPoints

JANUARY 18, 2023

Ward has been with Neiman Marcus since 2018, most recently as SVP, Customer Engagement. Nabil Aliffi, previously Global Chief Creative Officer at Soho House , will join the retailer in the brand position, and Stefanie Tsen Ward will be promoted to the retail leadership spot.

Promotions 290

Promotions Store Operations Customer Experience ATS 290

Retail TouchPoints

JULY 22, 2021

billion back in 2018. In 2018, over 3 out of every 100 retail workers suffered an injury or illness, requiring time off. At the end of the day, only one certainty remains; the retail industry needs to keep improving its customer experience to stay in the game. .

Payment Services 306

Payment Services Consumer Customer Experience Accounting 306