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June 22 - 26, 2020 | Caesars Forum, Las Vegas

Special report: Retail CX

Special report: Retail CX

It’s hard to think of an industry that isn’t being “disrupted,” but retail is under especial pressure to evolve or die. Legacy brands from Sears to Payless ShoeSource are closing stores, further corroborating the so-called “retail apocalypse.” At the same time, digitally native businesses like Warby Parker, Bonobos and Amazon are opening physical stores, thereby refuting the popular misconception that customers overwhelming prefer to shop online.  

With all these changes afoot, retailers are scrambling to re-strategize and navigate a channel-agnostic world where brands that successfully blend the in-store and digital purchasing experience come out on top. Just like machine-human interactions have shown that virtual agents augment the performance of live agents instead of stealing their jobs, physical retail and e-commerce don’t have to be antagonistic. 

In this Special Report, you’ll discover the following:

  • Innovations in the digital customer experience, from website personalization to mobile apps, featuring case studies from Danone and Home Depot 
  • What retail brands like T-Mobile and Pinterest are doing to lure customers into stores and personalize their shopping experience through data and analytics
  • The future of experiential retail – blending entertainment and shopping with advanced technology
  • Lessons learned from brands like Best Buy and Toys R’ Us that rebounded from the retail apocalypse

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