Customer engagement as the new currency for customer relevance – Gap's latest omni-turnaround plan relies on better understanding us all

Customer engagement as the new currency for customer relevance – Gap’s latest omni-turnaround plan relies on better understanding us all Stuart Lauchlan Fri, 11/27/2020 – 03:33 Summary: 2020 was the year that Gap turned in its worst quarterly results in over half a century. But attention is now looking head to 2023 and the latest […]

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Nordstrom heads into the Holidays as a born-again "digital majority" retailer…but will it last?

Nordstrom heads into the Holidays as a born-again “digital majority” retailer…but will it last? Stuart Lauchlan Thu, 11/26/2020 – 02:18 Summary: Nordstrom’s benefitted from the COVID crisis in terms of morphing into a digital-dominated retail business – for now at any rate. (Nordstrom) US retail institution Nordstrom heads into the Holidays having passed an important […]

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Best Buy’s digital and workforce investments pay off as profits soar during COVID-19

Best Buy’s digital and workforce investments pay off as profits soar during COVID-19 Derek du Preez Wed, 11/25/2020 – 04:45 Summary: US retailer Best Buy has been able to take advantage of demand for its products during the COVID-19 pandemic, as its digital strategy accelerates. (Image sourced via Best Buy website) Best Buy CEO Corrie […]

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The virus that stole Christmas? Omni-channel retail faces its toughest stress test as Black Friday kicks off the COVID Holidays season

The virus that stole Christmas? Omni-channel retail faces its toughest stress test as Black Friday kicks off the COVID Holidays season Stuart Lauchlan Mon, 11/23/2020 – 02:20 Summary: Black Friday looms and with it comes the biggest test for retail in an already overwhelmingly turbulent year. Are major omni-channel retailers ready to cope with the […]

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Digital growth slips at Macy's as CEO asks what's the difference between 'essential' and 'non-essential' retail?

Digital growth slips at Macy’s as CEO asks what’s the difference between ‘essential’ and ‘non-essential’ retail? Stuart Lauchlan Fri, 11/20/2020 – 04:05 Summary: Don’t shut my stores! Macy’s CEO Jeff Gennette’s plea around essential and non-essential retail as digital growth slows down in the third quarter. (PIxabay ) A theme that has emerged over the […]

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Salesforce data finds new tech becomes top priority for financial services sector as COVID drives consumer behavior shift

Salesforce data finds new tech becomes top priority for financial services sector as COVID drives consumer behavior shift Stuart Lauchlan Thu, 11/19/2020 – 07:19 Summary: The shift to digital and online in the financial services industry is being driven by consumer antipathy to handling money. (Salesforce Trends in Financial Services) Financial services providers have had […]

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Target hits the Holidays season with $6.5 billion in digital sales to date this year – and the busiest online quarter to come

Target hits the Holidays season with $6.5 billion in digital sales to date this year – and the busiest online quarter to come Stuart Lauchlan Thu, 11/19/2020 – 02:56 Summary: Target got its omni-channel transformation act in gear a long time ago – and it’s paying off in spades on the back of the COVID […]

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Happy Holidays! Walmart heads into Black Friday on the back of 79% e-commerce growth (but still chalks up an online loss)

Happy Holidays! Walmart heads into Black Friday on the back of 79% e-commerce growth (but still chalks up an online loss) Stuart Lauchlan Wed, 11/18/2020 – 03:12 Summary: Walmart’s e-commerce growth is impressive and its new Plus offering is set to take on Amazon Prime – Happy Holidays ahead? With Black Friday almost upon us […]

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COVID-19 leads to first easyJet loss in 25 years – but digital customer experience is top priority

COVID-19 leads to first easyJet loss in 25 years – but digital customer experience is top priority Derek du Preez Tue, 11/17/2020 – 04:35 Summary: European budget airline easyJet has suffered its first loss in its history as a result of the COVID-19 pandemic, but the company is continuing to invest in digital customer channels. […]

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