Author: Imani Gibbs

Personalization vs Customization: Crafting Unique Shopping Experiences

Customer Experience, Customer Management

The terms “personalization” and “customization” have gained significant traction in eCommerce, often used interchangeably but with distinct meanings that can profoundly impact customer experiences. Understanding these nuances is crucial for delivering solutions that meet the dynamic needs of modern consumers. Personalization in eCommerce Personalization revolves around tailoring a user’s shopping journey based on their individual […]

Balancing Automation & Personalization in Retail

Customer Experience, Industry Insight

Retail has become increasingly standardized, with automated systems replacing human touchpoints at every turn. With the rise of eCommerce giants and the growing additions of self-service options, the relationship between customers and retailers has become more distant and transactional, leaving many consumers feeling disconnected. Understanding the Challenge The standardization brought by automated systems has undeniably […]

Customer Loyalty in the Age of the ‘Zero Consumer’

Customer Management, Industry Insight

Customer loyalty is a nuanced concept. McKinsey and Company coined the term “zero consumers” to describe a new type of shopper – one with little patience, zero brand loyalty, and a strong preference for convenience.  SAP Emarsys’ 2023 Customer Loyalty Index survey shed light on the evolving landscape of customer loyalty. The survey, encompassing more […]

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