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WINNING AT RETAIL

The retail landscape has undergone a dramatic transformation, driven by ever-evolving customer expectations. Brands must deliver exceptional, seamless experiences across all channels to meet these new demands.

THE STATE OF RETAIL TODAY

89%

is the retention rate of companies with a strong omnichannel approach while companies with a weaker approach have a retention rate of only 33%.

91%

of consumers are more likely to shop with brands that personalize. 

55%

of GenZ use their smartphones for 5 or more hours a day. Most use smartphones while shopping in-store to find deals.

16X

ReCommerce grew 16 times faster than traditional retail in 2023 as more consumers turn to buying and selling used clothing.

HOW WE HELP

We'll help you navigate the complexities of omnichannel retail and emerging technology to deliver the meaningful interactions your customers expect at every touchpoint. 

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OMNICHANNEL PATHS TO PURCHASE

You win by creating a consistent, customer-centric experience across all channels. We help you understand your customers and their journeys, identify critical moments of opportunity, and map out every element of the experience that needs to be orchestrated differently to produce a seamless experience across every channel.  

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PERSONALIZATION

Personalization is the act of dynamically curating experiences to each individual and context across channels. Our proven methodology helps you identify a unique personalization vision for your customers, diagnose your current state of personalization maturity relative to your ability to operationalize that vision, and sets you on a course toward personalization with a competitive advantage. 

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ARTIFICIAL INTELLIGENCE

Organizations that build a strong AI foundation will be better positioned to compete. We help to create a vision for how you will use AI in the future both in customer interactions and to support your people and operations, break that down into a roadmap and then identify near-term use cases with practical business value.

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OPTIMIZING CONVERSION

We break down complex problems and create end-to-end solutions that empower and engage your employees, organization, and customers. By applying empathy, innovation, and transparency, we ensure your strategy, product design, and technology work together seamlessly to deliver successful, customer-centric experiences across all touchpoints.

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EMERGING GENERATIONS

With our deep understanding of each generation’s retail needs and purchasing behavior, we can help inform your product and brand strategy to account for the variety of customer needs that are currently in play. Through customer segmentation and product alignment, we develop messaging matrices that inform how customers across all prioritized generations should be targeted, and where, how, when, and why we connect with them to ensure customer acquisition and retention.

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LOYALTY

We’ve seen a significant shift from generic loyalty points to personalized experiences that resonate with individual customers’ preferences. Hyper-personalized loyalty goes beyond rewards in the moment and focuses on lasting relationships with the customer. We help you identify and implement the right loyalty experiences to drive the metrics you care about.  

INSIGHTS

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March 2024

Top CX Trends for Beauty Retail 2024

The beauty retail game has changed, and brands must adapt to stay ahead of the curve. Discover the trends, technology, and strategies your business should adopt to provide the experiences customers crave. From product transparency to creating viral micro-trends, we’ll share top recommendations for how to increase your customer engagement.

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October 2023

Creating a Seamless, Omnichannel Journey

Learn how synchronizing your messaging, fortifying your customer data infrastructure, and presenting a unified brand aesthetic across all touchpoints can skyrocket your revenue and customer loyalty. Here’s a primer for creating a seamless, data-driven approach that will keep your customers coming back for more. 

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November 2023

Building Relationships in the Age of AI

Are you ready to harness the transformative power of AI while navigating the complexities of ethical implementation? This article guides you through the process of creating personalized, seamless customer experiences that are enhanced by AI but grounded in human collaboration and governance, ensuring your brand builds trust and loyalty in the age of AI.

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August 2023

Personalization is no longer a luxury; it's a necessity. In a world where customers expect tailored interactions and are frustrated when they don't receive them, failing to personalize could be the death knell for your business. Learn how to build relationships that drive retention, conversion, and loyalty, while building personalization maturity. 

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October 2023

The future of customer experience is here, and it's powered by AI. Discover how Artificial Intelligence can revolutionize the way you interact with customers, from delivering hyper-personalized experiences to predicting their needs before they even ask, and capturing real-time insights, all while streamlining your operations and boosting efficiency. 

Shopping

WHERE ARE YOU TODAY?

We are offering our Retail Experience Diagnostic to attendees of Modern Retail. The diagnostic gives you insight into where you stand relative to best practices. No matter your starting point, we can help you assess where you are today and map the best path to win. 

FEATURED WORK

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Driving a 45% Increase in BOPIS Sales

Data Analyst

AI/ML-Driven Customer Churn Reduction

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Fortune 100 Retailer Delivers Personalization at Scale

FEATURED WORK

Driving a 45% Increase in BOPIS Sales

MAJOR DEPARTMENT STORE CHAIN

Supply Chain | Process Improvement | BOPIS​

A major department store’s BOPIS offering accounted for 38% of order broke during the peak period of holiday shopping. How systems and process changes grew the BOPIS revenue.

Paying

Sources: TechRadar, Rakuten Insights, Fortune Business Insights & The Future of Commerce

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