Cross Channel White Papers

1. Why Brands Are Launching Their Own Credit Cards (And 10 To Check Out) 12/28/2021

   The highly competitive world of retail means businesses must find ways to create customer loyalty. Launching a credit card gives a brand the ability to pass out member points for purchases all over, offer higher perks for shopping in the establishment, and keep the business’s name at the forefront of consumers’ minds.

2. How To Promote Your Website In Your Global Retail Strategy–Omni-Channel Edition 12/28/2021

   Our digital experience has become a big part of our lives. So it's no wonder that many retail brands have incorporated part of it in their global strategy. Gartner reported that 50% of big companies and organizations "failed to unify engagement channels," which ruins the customer experience. Your user interaction is crucial as it can increase your customers or diminish them.

3. DIY Retail: The Self-Service CX Debate 8/19/2019

   Oh, that elusive “frictionless” customer experience. So many retailers are on the hunt for this. Often, they look to self-service solutions for help. But the totally automated experience is likely to seldom please every shopper.

4. Shoppers Don’t Care About Your POS So Why Does It Matter For CX? 8/12/2019

   Retail exists in an ongoing tension: how to run retail profitably without forfeiting its heart – to meet people’s needs and bring joy. Unified technologies are integral in this balance, offering a truer picture of your business and customers so you can discover and act on opportunities to better serve your customers.

5. Omni-Channel: The “New” Brick & Mortar Concept 8/5/2019

   The face of Main Street stores has changed significantly during the last 20 years. Bookstores have been replaced by nail salons, clothing shops are now restaurants and flower shops have made way for pet groomers. Those are the types of services you can't buy online, and they're finding brick-and-mortar success.

6. Integrated Planning & Inventory Management Special Report 2/8/2019

   For retailers, it is imperative to take a customer-centric viewpoint on the business. Current disparate systems, processes and organization must be transformed into one cohesive environment with the ability to offer customers a seamless shopping environment across all channels and the capability to deliver merchandise immediately – wherever it is needed. It is time to prepare for the future of retail – it is here – whether we are ready or not.

7. Your Customer’s Smartphone Has Omnichannel Superpowers: Harness This Power To Build The Future Of Retail 12/13/2018

   We’re living in a mobile-first, omni-channel world. To be successful, brands and retailers need to adapt in ways that allow them to communicate effectively across the entire customer journey from pre-discovery to post-consumption. Time is of the essence because consumer attitudes and behavior have shifted in ways that make conventional approaches obsolete.

8. A High-Tech Solution To Long-Standing Problem 11/19/2018

   Free parking at retail centers can present an irresistible temptation to people who live and work in surrounding businesses and neighborhoods where parking lots and garages charge an hourly rate. This was the challenge facing Assembly Row, a large mixed-use project just outside Boston, and to combat it they implemented an integrated wireless parking solution that utilizes wireless in-ground parking sensors to manage the free parking.

9. A Glimpse Into The Future Of Retail Tech 11/12/2018

   EY wavespace™ is a global growth and innovation network where digital communities are brought together to help clients explore new operating models and emerging technologies that can transform their businesses. wavespace’s focus areas include, but are not limited to, artificial intelligence, analytics, blockchain, customer experience, the Internet of Things, user experience, and both virtual and augmented reality. Woody Driggs, EY Americas Advisory Digital Transformation Wavespace Leader, took time to speak with Retail Operations Insights about how these technologies relate to retail, as well as what trends retailers should be aware of.

10. Black Friday Doldrums: Why U.S. Consumers Are Shopping From Home 11/8/2018

    The convenience of couch-shopping continues to disrupt what used to be America’s biggest in-store shopping day of the year, as a growing number of people turn in their physical shopping carts for online icons on Black Friday. Notorious for its aggressive consumer behavior, Black Friday is no longer the brick-and-mortar extravaganza it was even a few years ago, as more shoppers move online.