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In our very first episode, our host Brian Crum is joined by guest Carol Spieckerman, a member of the BRAINTRUST by RetailWire, as they discuss the latest topics related to customer experience and perception.
Retailers are facing challenges in meeting the demands of customers who want both automation and one-on-one interaction. We discuss how certain technologies can be perceived as ageist or discriminatory towards certain generations, but providing options can help ensure retailers don't alienate any group of shoppers. Retailers must pay attention to individual preferences in an ever-changing landscape.
We also discussed the impact of automation and AI on customer service in retail, with chatbots and lack of human interaction causing frustration for customers. Personalization and giving customers a sense of control were highlighted as important factors in improving the shopping experience. However, some areas of fashion were criticized for becoming stagnant. Nevertheless, there are still retailers leading the way with innovative technology and experiences.
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