Points of View

Shun digital complacency and prepare to be an experience-oriented retailer

Feb 7, 2020 Melissa O'Brien

If you’re in a strategic role at a retailer, helping to shape the future of experiences for your company is likely your biggest imperative. As the face of retail continues to change as quickly as athleisure duds and pet health products are flying off the proverbial shelves, “experience” is the cornerstone of conversation—and it’s not just about the customer. At NRF 2020, “Retail’s Big Event,” held at the colossal Jacob Javits Center in New York City, the ideas about evolving retail experiences were as big as the venue. HFS Research moderated a Wipro-sponsored panel that featured Wipro retail leaders and an IT executive from Advance Auto Parts. The panel was anchored in a discussion about meaningful experiences: those that have an impact on retailers’ customers, employees, vendor partners, supply chain ecosystem players, and our environment.


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