From last year’s emphasis on personalized in-store shopping, Desautels alumnus and Salesfloor CEO Oscar Sachs (MBA'99) writes that many retailers are kicking up their online game for 2017 by integrating sales associates into their web-based services. Look for suggestions based on your buying habits to come over online chat or email. Or even artificial intelligence: according to the article, some retailers are testing chatbots and other technologies.
Will chatbots replace the human element? No — or at least, not yet. There’s still no substitute for the human touch in many areas. One area where technology will be an utter game-changer is in the way that shopper data will enable an enhanced personalised shopping experience.
Read full article: Total Retail, February 21, 2017