CEO of Rallyware. Read George Elfond's full executive profile here.
for the industry, consumers are returning to spending with brighter sentiments about their economic fortunes—and more importantly for retail leaders, new behaviors, ideas and expectations about the experiences they want.. Now, we see that “omnichannel” shopping is not only on the rise but beginning to predominate as the organizing principle for today’s major retailers.
The question then naturally arises, in such a setup, what the role of physical shopping has become or will become. In the post-pandemic worldThe CX Challenge: How Stores Compete On In-Person Experience This is largely because it is only in brick-and-mortar environments that consumers can receive live human feedback—judgment, even—about the products they are considering, whether that is a tennis skirt or a pair of running shoes. Online algorithms can offer,"If you like X, you might like Y," but it is only in-person customer service that can offer,"X suits you better than Y because of Z," in other words, providing individualized feedback to the individual customer.
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