Storytelling Within The Physical Retail Channel

This research paper provides an overview of how brands are rethinking what’s possible with experiential retail, in order to deeply connect and stay relevant in the minds of consumers. From participatory entertainment to exclusive engagements, this physical retail channel paper includes insights and best-in-class examples of how brands are leveraging technology to create unique and cutting-edge experiences that provide customers with more immersive and interactive shopping journeys. The report also features case studies that showcase examples of successful and unsuccessful experiential retail that helped and hurt brands.

Published June 2019

The 15-page report includes:

  • 6 trends pushing forth the world of experiential retail
  • 20 trend-supporting exemplary case studies
  • 4 case studies of good & bad experiential retail
  • 19+ insights and stats that will help you support your research

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Insights From Storytelling Within The Physical Retail Channel

Analysis How Retailers Like KIND Are Harnessing AR To Simplify Shopping

Thanks to brands like Macy's and Sephora, shoppers can use augmented reality to find out exactly what they're buying, even before they purchase a product

Related CX Insights

Brand Activation & Immersion PSFK Retail Conference Preview: Nike Adventure Club's GM On Using Subscriptions To Solve Consumer Pain Points

Prior to taking the stage at PSFK's Future of Retail 2020 Conference, Dave Cobban speaks about designing a service that adds value to consumers' everyday lives—and solves longstanding pain points within children's apparel retail

Beauty Why The Next Decade Has The Potential To Be The Most Inclusive Yet

After a year of progress, inclusivity is poised to change the face of retail and beyond. Here's how the industry is implementing next-gen tech and innovation to enable diverse and flexible experiences that accommodate all

Delivery & Logistics Harvey Norman X Microsoft's AI assistant lets shoppers begin their journey online and complete purchase in-store

Australian retailer Harvey Norman became the world’s first retailer to launch the Microsoft Synchronized Shopping solution, an AI-powered retail software concept from technology company Microsoft that facilitates a seamless online and offline experience. Shoppers who visit the Harvey Norman website can access an AI-powered product advisor who guides them through a series of questions in order to assess their individual needs and recommend Microsoft laptops and other devices that best suit them. Once the shoppers have selected a short list of devices, the website creates a shopper pass that is stored in their Apple Wallet or Google Pay app on their mobile device, which uses geo-location to push a phone notification once they enter the store, guiding them to the location of the PC models that were recommended by the online advisor.

Fashion & Apparel Nike and U.K. retailer 'Size ?' partner on personalized store experience powered by HERO

Sportswear brand Nike partnered with UK retailer size? to enable size? store associates to connect with online customers using the Hero platform in order to provide real-time assistance and advice on Nike products. Shoppers on the size? website can click an icon on any Nike product page to be connected to an in-store associate, enabling them to message and livestream in order to provide additional product information, stock availability, sizing guidance and styling advice. Shoppers can also book an in-store appointment for further assistance. Nike has trained over 50 associates at size? across 14 locations in the UK and France.

Hotels, Hospitality & Travel Orlando Intenational Airport pilots facial recognition to reduce travel time

Orlando International Airport is piloting automated facial recognition technology to streamline the travel experience. The face-scanning technology formulates a biometric sketch of passengers that is stored in a private cloud to be matched to the traveler in an effort to cut down on boarding times. The technology is set to debut before the end of the year.

Entertainment Margaritaville resort created a tech-enabled water park that delivers a personalized experience

Margaritaville resort created a tech-savvy water park, Island H2O Live, featuring wristband technology and social media integration to target Gen Z. The wristbands allow water park goers the ability to select music for water rides and even lets parents track their kids. Rides are named after the social media theme from Hashtag Heights and Profile Plunge.

Food & Beverage Café Tu Tu Tango encourages guests to dine while they explore local artwork

Tapas restaurant Café Tu Tu Tango blends together food and art for a fun and quirky dining experience for food and art enthusiasts. Visitors can explore local artwork displayed on the walls and even purchase it, to take home with them. On-site also features live entertainment, tarot readers and open studios to watch artists work.