Tackling the daunting data dilemma
In 2020 it is generally safe to assume that if you own or operate a B2C business, you are collecting some form of customer data. This could simply be a name attached to a customer account, an email address, phone number, payment information, or even just basic...
Ummm… That’s not personalization, that’s just a person.
Everyone talks a good game when it comes to personalization—unfortunately, for most it means they placed a person’s first name in an email. For the record, that's not personalization, that's a mail merge from the 1980s. The real value comes when you can support the...
Why marketing technology should never be fashionable
When it comes to marketing technology, it can either be an amazing business driver or simply a hinderance to the business. It all comes down to one thing: how the technology was chosen. Far too often, the latest tech trends and subsequent point solutions are too easy...
How much can you learn about your customers before they enter your store? Everything.
In the world of retail there is a common belief that is ingrained into the psyche of every employee: you learn the most about your customers when they are right there in front of you. And yes, I get it. Having a face-to-face conversation with someone should be a great...
Omnichannel: The customer engagement buzzword that is making a comeback
Like bellbottoms, baggy shirts, and the pile of bad 1980s fashion choices at the back of my closet, omnichannel seems to be in line to make its rounds as the next blast from the not-so-distant past. But why? It seems like just yesterday—actually way back in 2017—that...
Old habits die easily. The “New Normal.”
It goes without saying, the “new normal” is anyone's guess. It doesn't help when the press can't seem to keep their stories straight from one day to the next—and I don't mean that in a "fake news" sense—I simply mean that with the ever-changing daily landscape, no one...
When retailers lose their primary channel, what do they do next?
It goes without saying that we are all living in unprecedented times. From the health of families, to the health of the entire world—everyone has been impacted in ways that we have never before experienced. And far beyond that of physical health, comes the health of...
Why self-checkout kiosks are causing people to check out
At first glance, new technology always seems like a good idea. It's bright, it's shiny, and with any luck it addresses a business challenge that needs to be solved in short order. But with anything new, there is always unforeseen consequences. One need only look as...
IMPACT 2020 Presentation: The #1 Challenge of Digital Transformation. It’s NOT what you think.
From customer experience to data integration, to business intelligence and beyond, digital transformation has come to represent true modern business. However, though the world has now firmly rooted itself in the concept of digital integration on all fronts, many are...
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