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Customer Touchpoints & The Human Experience

We’re all governed by what it means to be human. And as new experiences, technologies and touchpoints proliferate, our natural tendencies are expressed in new ways. What is at the core of behavior changes and what can retailers count on remaining the same regardless of timeframe and technology.

  • Understand the core drivers of human behavior changes
  • Learn about new and emerging consumer touchpoints
  • Explore real world case studies of retailers experimenting with new touchpoints 
  • Take away the fundamentals of a consumer touchpoints roadmap to implement in your business


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Featured Speakers

Gary Hawkins

CART

CEO and Co-Founder

Customer Touchpoints 

& The Human Experience

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“Welcome to a new era of marketing and service in which your brand is defined by those who experience it.” 

– Brian Solis, Altimeter 

Sterling Hawkins

CART

Head of Venture & Innovation


60%+

of customers interact through multiple channels and irrespective of time, place, device or medium, they expect consistency.

New Dimensions of Customer Touchpoints

Technology fueled innovation is providing shoppers myriad new ways to engage with retailers… and with shoppers now in charge, retailers have no choice but to engage how, when, and where shoppers want. While retailers are focused on established touchpoints like email, kiosks, and direct mail, shoppers are quickly moving to voice and augmented reality. Retailers have massive opportunity to engage with shoppers but must understand the new ‘rules of the road’. 

Shopper behavior is changing fast, in large part driven by new technologies and new tech-based competitors providing new services. Though successful in the past, retailers’ historical ‘fast-follower’ methods will no longer insure success in today’s fast moving world. Retailers willing to jump into the innovation gap can gain a view to new capabilities and create a roadmap to the future of successful customer engagement.

Jump into the Innovation Gap

Experience Breakdowns

Traditional brick & mortar retailers suffer from data silos and disparate systems and are ill-prepared for a world where shoppers expect a seamless user experience and contextual relevancy. While the challenges are substantial, the opportunity for retailers who get the user experience across touchpoints right is massive and the capabilities and solutions are now available.

Touchpoint Missions

Often, retailers have employed many of the same touchpoints for years and can benefit from stepping back and reviewing all their customer touchpoints with a fresh eye. One way to do this is to create a mission statement for each touchpoint, forcing the retailer to think through the purpose of the touchpoint and how it can be used to foster shopper acquisition, growth, and retention.

85%

of customers start a purchase on one device and finish on another.

CLV

Customers who enjoy positive experiences are likely to remain customers for five years longer than customers who had negative experiences.

© COPYRIGHT CART (CENTER FOR ADVANCING RETAIL & TECHNOLOGY) 2018. ALL RIGHTS RESERVED.

July.24.2018

11am PST | 2pm ET

Kate Favrow

AWG

Corporate Marketing Manager

Roger Marin

Draeger's

IT Director

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