On Tues., March 14, I sat down with the chief digital officer of e.l.f. Beauty, Ekta Chopra; GM of new business at Poshmark, Adam Crouch; and vice president of customer growth and marketing of Albertsons Companies, Francisco Bram at SXSW to discuss the future of digital customer experience in a session called “The Future of…
Melissa Minkow
When CI&T first launched The Connected Retail Report in 2020, retailers were forced to enact omnichannel strategies to accommodate consumers’ urgent inabilities and fears regarding shopping in stores. The results of last year’s evaluation reflected that sense of urgency — with retailers offering omnichannel experiences, but failing to tie them all together in ways that…
Gone are the days when retailers and brands could rationally fear one platform cannibalizing another. Conventional retail wisdom used to tell us that if a consumer was buying your brand in one place, they couldn’t possibly be learning about or buying from it in another, let alone during the same purchase journey. In today’s world,…
Every day now a different retailer announces its attempt at some sort of live interaction with consumers. While this is an exciting time for the industry, it’s important to think through where value is derived in these exchanges and what decisions will reflect careful consideration there. Livestreaming has several key attributes embedded in its value proposition.…
Over the last 15 months, we cozied up to e-commerce in categories we struggled to shop virtually, such as apparel, furniture and grocery. We adapted our daily and weekly shopping routines to more patient, planned cadences. We adjusted our comfort level by buying clothing sans try-on, and we accepted that our living room upgrades would…
Consumer behaviors in retail are especially interesting in that they’re often so routinized and sticky. Major shifts in shopping trends and expectations require either earth-shattering industry innovation or a completely life-changing cultural event. Unless consumers’ lifestyles are greatly impacted in some way, their shopping habits remain just that — habits. Though many retailers had begun…
