DeAnn Campbell on the FUTURE of Retail Experience (VR, Loyalty, Staff-less)

Today’s guest is Deann Campbell, a retail and customer experience consultant with years of experience building strategy and programs for the likes of Walmart, Costco and Target.

It’s a fascinating time for brick and mortar retail. During the pandemic, e-commerce numbers as a percentage of total retail soared, for obvious reasons, but now a few years on, we’ve seen e-commerce’s share of the pie revert to pre-covid levels. In other words, physical retail isn’t going anywhere, and is as important as it's ever been.

But how should brick and mortar retailers think about competing with e-commerce? How can brands deliver compelling, engaging and immersive experiences in 2023? And what role could technology like sensors and VR play in shaping the in-store experience of the future?

DeAnn and I had a great conversation about these questions, I hope you enjoy it.

Chapters

02:33 - State of Retail Post Covid

08:20 - Personalisation in Retail

11:22 - Capturing Attention in Retail

17:25 - What does physical retail look like in 30 years?

23:05 - Differentiated Retail Experiences?

27:46 - Loyalty and Retail

35:10 - Quick fire round

Links

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