The late Steve Jobs said at a 1997 Apple World Worldwide Developers Conference, “You’ve got to start with the Customer Experience first and work backward towards the technology.” Now, in 2021, this quote couldn’t be any more pertinent than it was nearly 25 years ago. However, customers are changing how they have experiences these days, and organizations that don’t keep up will be left behind.

Consumers are making radical changes in their behavior that impact brand loyalty and revenue. Research reveals that once loyal customers switch brands, retailers, and stores now. An October 2021 research survey conducted by McKinsey and Company stated that 75 percent of consumers are radically changing their shopping behaviors, and about 40 percent of those consumers are switching brands and retailers. Moreover, 84 percent said they would continue with this new behavior once the pandemic officially subsided. 

I participated in a panel discussion on helping retailers and wholesalers find better ways to improve the digital Customer Experience. Along with Belwadi Srikanth, Group Product Manager, Google, Inc.(aka, Bell), and Roland Gossage, CEO of GroupBy, we talked about the challenges that hinder the Digital Customer Experience. Also, we discussed how Artificial Intelligence (AI) tackles these challenges and how GroupBy’s new product discovery platform powered by Google Cloud Retail AI is helping digital leaders and merchandisers improve sitewide success metrics and how retailers and wholesalers can democratize AI within frameworks quickly. 

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