Retail TouchPoints

NOVEMBER 17, 2022

As the state of retail technology advances, companies are learning how to leverage artificial intelligence (AI) and machine learning (ML) tools to provide more bespoke shopping experiences online. In any omnichannel approach to sales, it is essential to look at how to replicate the best parts of an in-store experience online.

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Retail TouchPoints

DECEMBER 31, 2024

The number of returns is growing and managing them is critically important to maintaining margins and customer satisfaction. Consider these facts: total returns amounted to $743 billion in merchandise in 2023 and in 2022; approximately 16.5% of all purchased goods were returned to retailers.

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Retail TouchPoints

JULY 20, 2022

Where does that leave retailers today, especially as they develop their holiday plans and finalize their budgets for 2023? Department Stores ( 66% ) and Home & Houseware ( 65.9% ) followed closely behind, showing that verticals with high SKU counts have the most to gain from omnichannel capabilities. Now it’s really just shopping.

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Retail TouchPoints

MARCH 6, 2024

Retail’s busiest returns period may be in the rearview mirror until next year, but rising ecommerce order volumes have caused returns management to become an aspect of ecommerce and omnichannel business that warrants a dedicated year-round strategy. Image courtesy Ryder According to Ryder’s 2023 ecommerce consumer study of 1,077 U.S.

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Retail TouchPoints

DECEMBER 23, 2024

But in the world of gaming, digital twins also empower players to express themselves more creatively and authentically online , using skins and other digital goods to customize their avatars. Bringing these products into a major platform for this demographic ultimately turned the launch into a robust omnichannel initiative.

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Retail TouchPoints

JULY 18, 2024

Additionally, the fact that so many customers are conducting research on their own devices while in-store “creates a barrier,” he added, noting that customers may feel that the store’s CX “is worse than what I get on my phone.” The company was able to put that into practice with its deployment of Manhattan solutions at Reebok in 2023.

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Retail TouchPoints

DECEMBER 11, 2024

New Fresh builds were put on an indefinite hold in 2023, and some stores were shuttered as Amazon executed what Coresight Research described as a brick-and-mortar retreat to grocery. Were especially excited about the redesigned Amazon Fresh stores and the positive feedback were hearing from our customers in Chicago.

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Retail TouchPoints

JANUARY 9, 2024

The youth-oriented retailer chose the Nedap solution for its ability to help improve inventory accuracy and enhance omnichannel fulfillment capabilities, including increased usage of buy online, pick up in-store (BOPIS) functionality. This followed Pacsun’s debut of a new store format to spotlight its activewear collection in July 2023.

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Retail TouchPoints

MARCH 8, 2023

billion in the region in 2023. Initiatives on this front including boosting omnichannel capabilities and implementing projects that will improve efficiency, sustainability and accessibility at these locations. sales growth in 2023, and Bodega Aurrera discount stores will continue to be a focus.

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Retail TouchPoints

NOVEMBER 1, 2024

billion in 2023; Platform payout: $3.23 billion in 2023; Affiliate marketing: $1.1 billion, up from $570 million in 2023; Merchandise: $450 million, up from $130 million in 2023; and Subscriptions: $270 million, up from $90 million in 2023. billion, up from $5.12 billion, up from $2.34

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Retail TouchPoints

MARCH 6, 2024

million in 2023, 12% higher than the $669.8 Additionally, the eyewear retailer increased average revenue per customer 9.3% in 2023, to $287 , and boosted its number of active customers 2.5% , to 2.33 In only its second full year as a public company, Warby Parker generated net revenue of $71.7 million generated in 2022.

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Forrester eCommerce

AUGUST 16, 2023

Our first-time evaluation of this dynamic market, The Forrester Wave™: Conversation Intelligence For Customer Service, Q3 2023, is now live! Forrester defines conversation intelligence for customer service (CICS) as: Software solutions that analyze speech and text conversations between […]

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Retail TouchPoints

JANUARY 29, 2024

Store-based fulfillment of customer orders got an enormous boost during the COVID pandemic, when both curbside pickup and delivery offerings became survival tactics for so many retailers. While just 45% of 2022 survey respondents outsourced deliveries to courier services, 57% did so in 2023.

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Retail TouchPoints

MAY 10, 2022

billion ) into opening new locations and revamping existing stores by the end of 2023. The retailer is aiming to make itself accessible for customers whenever and wherever they want to interact with IKEA by expanding the availability of omnichannel services.

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Retail TouchPoints

NOVEMBER 13, 2023

The sub-brand is in 1,000 Walmart stores and, as a result, has doubled in growth from 2022 to 2023. Above all, a best-in-class omnichannel experience is paramount to obtaining and retaining customers ,” said Kelly Hallinan, SVP of Emerging Channels for Brooklinen in an interview with Retail TouchPoints. “

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Retail TouchPoints

FEBRUARY 18, 2025

compared to the same quarter in 2023; however, ecommerce declined 7.9%. We believe an omnichannel retail strategy focused on customer experience is foundational in building brand health, maximizing lifetime customer value and delivering sustainable profitable growth.”

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Retail TouchPoints

DECEMBER 20, 2023

The top five episodes of 2023 reaffirm some of the most trending topics we covered on Retail TouchPoints over the past year, illustrating how rapidly the industry (and the customer experience) have evolved. Why it Matters: In 2023, we saw employee turnover reach record highs. Let’s begin the countdown… 5.

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Retail TouchPoints

APRIL 25, 2024

Mall operator Simon revealed big plans to expand its Woodbury Common Premium Outlet center in Fall 2023, including the addition of 155,000 square feet of retail stores and restaurants, a 200 -key luxury hotel, a second parking facility and upgraded amenities. powered AI technology to assist shoppers during the 2023 holiday season.

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Retail TouchPoints

MAY 3, 2023

Let’s dive straight into it and unriddle the mystery of creating modern, highly personalized customer experiences while increasing performance in the cookieless future. Signal-based targeting strategies, enhanced by new technologies, can be used to develop an omnichannel brand and customer experience of the highest level.

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Retail TouchPoints

MARCH 6, 2025

We had lost our mojo , said Sowmyanarayan Sampath, CEO of Verizon Consumer, who took over the division in March 2023. Sampath shared with Retail TouchPoints how employee compensation was the unlock that returned the business to growth, and why he doesnt believe in pursuing omnichannel perfection. We missed guidance twice in a year.

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Retail TouchPoints

AUGUST 2, 2023

took the stage at The Lead Summit in Manhattan in July 2023 to talk about how they are adapting their strategies to meet the new realities of DTC retail. Those team members are a critical piece of the equation: “Having the size of the team and the expertise required to run a true omnichannel business is the biggest challenge,” said Widrick.

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Retail TouchPoints

JANUARY 24, 2023

The event also gives us business editors the chance to suss out the major trends that retail decision-makers will be grappling with in 2023. But] siloed data is a huge issue to solve for here; 50% of our customers start their search online and then come into the stores. The NRF Big Show , held in NYC Jan.

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Retail TouchPoints

FEBRUARY 28, 2023

The move comes as the standalone ecommerce entity seeks to continue its digital growth and evolve the customer experience. Mares joins Saks Off 5th with more than 20 years of retail experience, most recently as Head of Ecommerce and Omnichannel for DTC brand Untuckit.

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Retail TouchPoints

AUGUST 12, 2024

The earnings results for Allbirds and Warby Parker paint an especially strong picture, considering how both brands have worked to become true omnichannel (and public) organizations. million in Q2 2023 to $26.1 As part of its strategic turnaround, which was unveiled in March 2023 , Allbirds has closed 14 U.S.

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Retail TouchPoints

MAY 4, 2023

. “Experimentation and innovation with an eye on improving the customer experience is at the heart of everything we do at Wayfair,” said Fiona Tan, CTO of Wayfair in a statement. “Wayfair strongly believes in meeting our customers where they want to shop, whether online or in-person. billion , down 7.3%

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Retail TouchPoints

APRIL 14, 2023

The deal marks the first joint acquisition made by WHP Global and Express since finalizing their strategic partnership earlier in 2023. Express plans to leverage its own strengths in the men’s fashion space to boost Bonobos’ presence in underpenetrated categories as well as drive greater brand awareness and customer acquisition.

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Retail TouchPoints

SEPTEMBER 19, 2023

With Salesforce’s 2023 holiday predictions forecasting that BOPIS (buying items online for in-store or curbside pickup) will influence $28 billion in incremental sales during the holiday season, retailers seeking to capitalize on this revenue opportunity need to ensure their store operations and inventory management practices are up to par.

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Retail TouchPoints

DECEMBER 22, 2022

27, 2023, succeeding Patrik Frisk, the former President, CEO and member of the board of directors who stepped away from the role in June 2022. Under Armour has appointed Marriott International President Stephanie Linnartz as its President, CEO and member of its board of directors following a search that began in May 2022.

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Retail TouchPoints

FEBRUARY 27, 2023

Faced with inflation that remains uncomfortably high despite a series of interest rate hikes, just over half ( 51% ) of retailers are planning to raise product prices — at least slightly — this year, according to the 2023 BDO Retail CFO Outlook Survey.

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Retail TouchPoints

MAY 11, 2023

As Forrester’s Brendan Witcher wrote in his retail outlook for 2023 , retail organizations aren’t powerless in confronting these forces. To take advantage of these opportunities, retailers need to understand customer demands. Notice a common thread here?To

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Retail TouchPoints

NOVEMBER 29, 2022

CEO Marvin Ellison, speaking during a recent conference call discussing the home improvement retailer’s Q3 financial results, revealed that Lowe’s is on track to change over its entire store base to this model by the end of 2023. The retailer’s legacy distribution model had stores operating as nodes in the fulfillment process.

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Retail TouchPoints

JUNE 15, 2023

The 2023 Brand Experience Award winners are brands and retailers taking innovative approaches to all things “experience” — from advanced influencer marketing strategies to immersive store designs and even thoughtful approaches to the metaverse.

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Retail TouchPoints

JULY 25, 2024

Convenience, choice and flexibility are central to a best-in-class omnichannel experience, and it’s more important than ever to deliver on that promise to our customers,” said Heather Bennett, EVP of Marketing and Ecommerce at Michaels in a statement.

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Retail TouchPoints

DECEMBER 13, 2023

Trend 2: Technology will Elevate Omnichannel Performance and Key Value Props Nearly two-thirds ( 63% ) of respondents to Retail TouchPoints’ annual Store Design & Experience Survey shared that better integrating technology into the experience was a top priority for them in 2023. customer experience).

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Retail TouchPoints

APRIL 21, 2023

JCPenney has named Katie Mullen, who previously served as the retailer’s Chief Digital Officer (CDO), as its new Chief Customer Officer. She will continue to oversee ecommerce strategy and omnichannel development, with an added emphasis on customer marketing, engagement, analytics and more.

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Forrester eCommerce

MARCH 20, 2023

In times like these, customer service teams are often pressured to cut costs – at all costs. It’s news to no one that the past few years have been tough. Having only just found some stability post-pandemic, companies are now thrust into a new economic crisis. While we don’t expect that to change entirely, we […]

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