In the latest episode of the CX Innovators podcast, Briony Oayda, managing director of Bondi Active and Between the Flags, discusses an innovative approach to customer experience (CX) in the retail sector. Joined by Judy Mottl, editor at Retail Customer Experience, Oayda highlights the deployment of the tutch digital platform to streamline customer interactions in a competitive marketplace.

Between the Flags, with its three locations near Bondi Beach, focuses on enhancing customer engagement amidst a diverse product offering. Oayda notes the challenge of showcasing more than 45 different product styles in a relatively small retail space. The integration of tutch serves as a solution, providing personalized recommendations and insights that fundamentally transform the shopping experience. This digital technology not only aids customers in making informed decisions but also establishes a connection between the brand and its clientele.

The franchise has emerged as a favorite destination for both locals and visitors, thanks to thoughtful merchandising and a keen understanding of customer needs. By focusing on technology-assisted selling, Between the Flags illustrates the importance of adapting retail strategies in an ever-competitive industry. The podcast provides valuable insights into how businesses can leverage digital platforms to enhance overall customer satisfaction.

For brands looking to improve their CX strategy, Oayda’s insights offer a clear example of how technology can effectively bridge the gap between product offerings and customer engagement. As retailers continue to evolve, adopting similar strategies may be crucial in maintaining a competitive edge.