The upcoming ICX Summit, set for September 9-11 in Charlotte, North Carolina, promises to be a pivotal event for retail and brand leaders seeking to enhance customer experience (CX). This year’s focus centers on how technology, particularly artificial intelligence (AI), has reshaped the retail landscape. Discussions from industry experts will unveil how companies can adapt to rapidly changing consumer expectations.
Recent insights reveal a pressing need for balance between technology and personal interaction in retail. John Lowe, CEO of Jeni’s Splendid Ice Creams, highlights that while automated ordering is gaining appreciation, consumers still value genuine human interactions. He points out the growing acceptance of kiosk ordering, which mirrors trends seen in Japan. This points to a future where retailers might need to integrate more self-service options without losing the personal touch.
Moreover, the competitive pressure from e-commerce giants like Amazon has pushed smaller retailers, exemplified by Billy Thompson of Kate’s Skating Rinks, to rethink their service strategies. Thompson emphasizes the importance of instant gratification in consumer behavior while managing challenges posed by rising operational costs. His approach underlines a key takeaway for retailers: prioritize core products and services that promise strong returns.
The ICX Summit also features a roundtable discussion with Lowe, Thompson, Erin Cohee from OneUnited Bank, and Mike Rotondo of Indoor Active Brands, sharing their predictions for retail CX. With the holiday season approaching, the insights from this panel will be critical as brands prepare to meet evolving consumer needs and preferences.
As industries navigate the balance between tech and human service, the discussions at ICX will set the stage for actionable strategies that can drive success in retail customer experience. Registering for the summit offers a unique chance to engage with thought leaders and gain valuable insights that could redefine customer interactions. Don’t miss this opportunity to stay ahead in a competitive marketplace.
