BSPK

The topic of seamless omnichannel customer journeys is top of mind for forward-looking brands. Artificial intelligence is poised to revolutionize the customer journey, eliminating inefficiencies and enhancing the relevance of customer engagement. But while AI is groundbreaking, there are two key factors that will determine the ROI for brands: 1?? Adoption of Unified Commerce – This involves integrating experiences and data between online and in-store retail to create a cohesive shopping experience. 2?? Holistic Consideration of How People Shop – Shopping isn’t just about buying—it’s about the experience. Consumers value memorable interactions, whether online or in physical stores. Today, many brands face challenges like data silos and legacy systems that separate retail CRM and shopping data. Investing in technology can help brands make rapid advancements in unified commerce, but there’s also a need for visibility into how retail teams perform and how priorities set by headquarters translate into action on the ground. As a senior luxury executive recently shared with me, there’s tremendous value in understanding why a sale to a customer failed. AI and unified commerce can address some of these challenges—but ignoring the physical retail experience would be a mistake. Take, for example, the opening of the Printemps store in New York’s Financial District. Its “jewel box” format was thoughtfully designed with location and experience in mind—a perfect example of a holistic approach to omnichannel retail that blends digital and physical experiences seamlessly. To empower customer journeys, brands must: ? Break down silos with Unified Commerce ? Deploy AI to enhance personalization and efficiency ? Equip sales advisors to deliver tailored experiences ? Strategically engage customers using data to create actionable strategies and measure ROI The future of retail lies in blending technology with human-centric experiences across channels. Are you ready to embrace it? #bspk #customerexperience #salesgrowth #luxury #unifiedcommerce #omnichannel #customerjourney

McKinsey’s latest report highlights that spending intentions remain cautious, especially in discretionary categories. This underscores the importance for brands to engage customers in a relevant and personalized manner. When brands foster authentic, emotional connections rather than transactional relationships, they cultivate loyalty and long-term commitment. In today’s “value now” consumer era, where people prioritize meaningful purchases, personalization and exclusivity are critical to standing out and retaining customer trust. This paragraph from the report is especially revealing: “Consumers, particularly among Gen X and Gen Z respondents, said they planned to cut back spending on discretionary categories such as apparel, footwear, and electronics, while they planned to increase spending on cruises and international flights compared with the previous quarter.” #bspk #customerexperience #salesgrowth #luxury #unifiedcommerce https://lnkd.in/gmsabneh

Retail personalization has evolved significantly over the past five years. Initially, it was about offering customized products—think personalized bags, sneakers, or apparel. Then came the era of chatbots, targeted emails, and loyalty programs. Today, the focus has shifted to something far more impactful: customer-centric personalization. This approach prioritizes understanding customers as unique individuals and tailoring their entire shopping experience, rather than treating them as mere transactions. Why? Because long-term customer loyalty stems from meaningful experiences, not just another product variation. Clienteling is at the heart of this transformation. It empowers brands to leverage customer data responsibly—with transparency and permission—to create truly personalized and relevant shopping journeys. By fostering deeper connections and delivering value beyond the sale, clienteling drives both customer satisfaction and sales growth. The future of retail lies in building relationships, not just transactions. Read more about clienteling here: https://lnkd.in/giYDxZwU #bspk #customerexperience #salesgrowth #luxury #unifiedcommerce