Real-time peer-to-peer shopping parties, virtual window shopping, scheduled one-on-one video consultations and live streamed events are a few elements that retailers are incorporating into the browsing experience both in-person and online. Additionally, fit tech is helping to alleviate traditional pain points within the shopper journey, while delivering a high-touch level of service and experience within contactless guidelines.
By incorporating these new services and tools, retailers are allowing consumers to evaluate fit and feel, and helping to better inform their decision making process. Ultimately, by delivering immersive fit experiences, retailers are not only providing customers with relevant product knowledge and expertise but also creating a memorable customer experience. Within this report, learn about the strategies retailers are testing as they look to translate physical in-store services online, gain consumer trust, and ultimately inspire confidence that leads to purchase and mitigates returns.
Published July 2020
Retailers are applying machine learning and data aggregation tools to anticipate consumer behaviors and needs based on situational or emotional contexts and provide service or product recommendations. This includes using data generated by mobile apps to create a unified view of a member's shopping behavior and preferences, as well as leveraging RFID and other technologies to detect items that shoppers are interacting with in order to target shoppers in the moment and drive incremental retail...Informed Associates
Despite collecting a variety of insights on individual shoppers from their online shopping browsing behaviors, social commerce usage, purchase history, loyalty membership and location, most companies fail to develop this information into an actionable customer view. New platforms are bringing these details to the forefront of retail interactions, enabling associates to recognize their customers and deliver personalized service. This encompasses the adoption of machine-learning and AI-enabled systems to interpret data and power tailored 1:1 interactions,...Trusted Guidance
Using digital tools to quickly connect customers to an AI-enabled chatbot and/or human agent to provide in-the-moment service and support