“2020 has forever changed how we shop in stores. One of the welcome changes is shorter lines at the checkout stand. That, combined with a new awareness of every surface we touch, is an opportunity for retailers to rethink in-store transactions and make a move to a touch-free, hassle-free customer experience at self-checkout.
“Because RAIN RFID reads many tagged items simultaneously, customers don’t need to search for a barcode to scan each item individually. And, with new capabilities in RAIN RFID tags, touchless checkout systems are not only faster and easier for customers to use, they can be integrated with seamless product returns and smart loss prevention systems.” — Gaylene Meyer, VP global marketing, Impinj
"As retailers and public-facing businesses of all kinds continue to operate amid changing restrictions, the need to clearly communicate the latest health and safety information remains absolutely vital for smooth operations and public support. For any type of retail business — from restaurants to boutique stores — one of the easiest and most non-invasive ways to provide customers with up-to-date policies, special store hours, general store information and local ordinance updates is through strategically placed digital signage that can be easily updated at a moment’s notice as conditions change. We expect this trend of utilizing digital signage as a health protocol communication medium not only to continue — but to grow as we enter the new year."— Dan Smith, LG’s vice president of business development
“With privacy regulations and digital acquisitions costs increasing, retention marketing on owned channels will be even more critical to meeting revenue goals and building customer loyalty.” — Christian Selchau-Hansen, CEO and co-founder, Formation.ai
“The world of social commerce is booming, and we can only expect to continue to see further investment, particularly in social and livestream shopping apps, such as Pinduoduo, who laid the groundwork for the surge in social commerce in the Western world. And as the pandemic continues to alter everyday life, consumers are looking to brands and retailers to offer them the experiences they previously had in-store, online. This will lead to a rise in online personal shopping offerings, where consumers can connect over video conferencing apps to have a tailor shopping experience, all from the comfort of their own home.” — Lucas Tieleman, EVP of product, Bazaarvoice
“While the shift to digital for many industries will be a long-term change, as the pandemic eases, digital will no longer be the only game in town. There will be a surge towards people wanting traditional experiences, but they have to be ‘safe.’ This means that trust — already a huge differentiator — is crucial. As consumers, we want to get experiences from brands who we trust to protect us, keep us safe, and keep us healthy. Successful businesses will be those that earn that trust and show empathy, so CX professionals need to be asking customers what a “safe” world looks like to them, so they can drive action to deliver it.” — Chris Brown, VP of expert consulting, Confirmit
“Consumers are looking for easier and faster ways to pay. Credit and debit cards have huge wallet share, but buyers are looking for more flexible payment options, better identity solutions, more robust reporting on their purchases, and ease of use. Payment cards are the industry standard, but they haven’t changed in decades.” — Allison Barr Allen, COO and cofounder, Fast