One of the most insightful presentations I attended during NRF 2015 was “Retail’s Future: Where Customer Experience and Employee Engagement Converge.” The session was presented Tuesday morning, Jan. 13, by Eric Feinberg, senior director of product strategy at ForeSee by Answers, a provider of customer experience analytics.
One of the products at the 2015 NRF show that caught my eye – though my eyes couldn’t quite catch up to it – was the A799II thermal receipt printer by CognitiveTPG. Promoted as the “fastest receipt printer,” the A799 shows in this video it can print the over 4,500-word United States Constitution in about 9 seconds. Cognitive executives told me the demonstration was inspired by French artist/engineer Thibault Brevet who presented at the SXSW Conference in 2014.
NRF 2016 was in my rear view mirror when I caught a late shuttle bus Jan. 19, but it’s taken me a full week to assemble and analyze my copious notes from the event. I just quickly searched what I jotted down, and these five words appeared the most often.
When an article is headlined 5 Interview Questions Every Recruiter Should Ask, it’s pretty much a guarantee I’m setting aside the next several minutes to read it. But before you click on this link to read the article I’m referencing, I implore you to not ask these five questions. Do not accept this article as a best practice — unless you want candidates to recreate the scene in the photo that accompanied the article. The candidate looks like she’s thinking, “Are you people kidding me?”
The morning keynote on Jan. 12 at Retail’s BIG Show, hosted by the NRF at New York’s Javits Convention Center, was titled, “Reimagining Main Street — How Brick-and-Mortar Retail Will Thrive in the 21st Century. ” It featured Rick Caruso, the founder and CEO of Caruso Affiliated, Blake Nordstrom, president of Nordstrom, Inc., and Candace Nelson, founder and pastry chef of Sprinkles Cupcakes.
Loblaws has advanced in many areas, including customer loyalty. Peter Lewis, the senior director of customer analytics and loyalty for Loblaws, was a featured speaker on Jan. 12 at Retail’s BIG Show, hosted by the NRF at New York’s Javits Convention Center. Lewis shared with retail executives his company’s lessons learned and metrics related to Loblaws’ relatively new loyalty program.
Candid insights by Foot Locker Chairman and CEO Ken Hicks highlighted the Jan. 12 afternoon keynote session at Retail’s BIG Show, hosted by the NRF.
Capping a full day of retail-focused education at RetailROI’s Super Saturday event in New York City was a retail executive panel titled “The Changing Landscape of the Retail Environment.” Featured panelists were Mark Kirschner, CMO, eBay; Amy Stanberry, CIO, Gap Inc.; and Kathy Doyle Thomas, EVP & Chief Strategy Officer, Half-Price Books.
At RetailROI’s Super Saturday, HSN CIO Karen Etzkorn talked about omni-channel, cross-channel, and her phrase of “boundaryless retail.” Etzkorn said HSN is driving an interactive experience between TV, tablets, mobile devices, and the desktop. The retailer has seen significant growth in online and mobile sales. Etzkorn said mobility is now 12 percent of HSN’s overall business, a 57 percent increase vs. a year ago. Additionally, nearly a quarter of the mobile customers are new to HSN.
Customer experience was one of the most discussed topics during RetailROI’s Super Saturday on Jan. 11 in New York City. In fact, the opening keynote from Jeff Roster, Research VP Global Industry for Gartner, was titled “Moving Beyond Customer Experience To Engagement.”
Quality insight into the retail industry doesn’t have to come from long established, household names. That proved true during the uniquely titled “Retail Cool Panel” during RetailROI’s Super Saturday on Jan. 11 in New York City.
Innovative Retail Technologies magazine has published its annual Retail Tech Spending Report for 2017 and it’s must-read content for anyone in the retail IT industry — especially retail resellers who want to see what’s around the corner in their vertical. This special issue arrived on my desk just hours ago and I’ve already underlined several key passages.