How Nike Is Innovating Across The CX Experience
As detailed in PSFK's Future of Retail 2019 report, here's how fitness brand Nike is reimagining the consumer experience, through DTC methods in membership services, app integrations and more
From exclusive drops to remote assistance and in-store services, Nike is offering AI-driven personalization and exclusive membership experiences to its core consumers both online and in-store. Part of what enables these experiences is Nike's mobile app, which offers customers everything from lifestyle inspiration, community and expert assistance to exclusive access to products and events.
The mobile experience even extends to the retail locations, creating a shopping ecosystem that empowers consumers to take control, with minimal, yet more efficient, assistance from store associates. Shoppers can pre-plan visits through the mobile app, making an appointment for an expert consultation with a store associate or reserving products for in- store try on, enabling them to have more seamless, informed and personalized shopping experiences.