While there has been much talk about the great shift and existential challenge that COVID-19 poses to retailers, we have heard less about the impact at a generational level.

As stores across the world re-open, there is a huge focus on customer safety.  For CEOs and store operations executives, a lack of visibility at a store level is a huge issue.

Steve Dennis, is a top 10 retail influencer, world renowned keynote speaker and lecturer and Forbes columnist. With the recent publication of his first book Remarkable Retail, we sat down and talked through the ideas within, and some of Steve’s influences along the way.

Charity is close to the heart of everything we do here at TruRating, and in the light of the disruption and chaos in the wake of the Coronavirus, we couldn’t just sit back and watch.

Ask any CX professional. Proving the direct ROI of what you do can be hard work. Any number of reasons can be given for this. Lack of executive support. Unclear objectives. Or as is often the case, no clear way to link action to finances.

Last week, we looked at how customer experience programs are failing the needs of modern retail. Today we’ll look at how a new generation of customer analytics is changing this. But first a quick recap.

In 2019 the term customer experience was mentioned over 2,500 times on US earnings calls, x5 more than 2008. While this growth has been praised as positive by the industry, for the average shopper, the real question remains – what’s in it for me?

Could an unrecognized phenomena be at the heart of the ‘retail apocalypse’?