October 10, 2016 | By

The Hottest Trends at’s Retail Digital Summit

If you’re like me you’re only just recovering from’s Retail’s Digital Summit. From all appearances the show was bigger and better than ever. BoldChat was there with our customer, Timberland, to discuss all things retail, customer engagement and support.


I’ve gathered some of the trends discussed last week at and share my thoughts below on how you can apply these to your business this holiday season.

Omni-Channel Engagement Tops Retailers’ Wishlist This Holiday Season

With customers having access to more devices and channels than ever before, it’s no surprise omni-channel was a key trend at this year’s Summit. Retailers like JCPenney, Ulta Beauty and GameStop are making omni-channel a priority to put the customer at the center of their business, integrating in-store, digital and mobile experiences and ensuring they deliver connected and consistent experiences throughout the customer journey. Eliminate customer effort, and they will repay you with repeat business and increased revenue.

Shoppers Swipe Right for Effective Mobile Engagement

With more and more consumers using their mobile devices to research, shop and seek product support, it’s no wonder mobile engagement continues to be a leading trend in retail. With 85% of visitors unlikely to do business after a bad mobile experience, it’s clear that having a mobile engagement strategy is no longer a “nice to have” – it’s essential. And retailers must treat mobile differently if they expect to differentiate from the competition and earn customers’ loyalty, advocacy and wallet share.

To Bot or Not

Retailers are constantly challenged with providing always-on, personalized support while maintaining their budget. In the last year, we’ve seen a huge shift in conversation towards artificial intelligence and chatbots, and was no different. The topic du jour was whether to “bot or not” and when self-service is the most appropriate channel for resolving a customer’s problem. Not all issues, customers or interfaces are chatbot friendly, so it’s important to know when to use them, and when old fashioned human support is necessary. Check out Akhil Talwar’s blog post for more on this hot topic.

Read the full event recap here, and download our latest eBook, 5 Ways to Boost Your Bottom Line This Holiday Season, to learn how you can take your customer engagement strategy to the next level this holiday season.

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