Top customer engagement takeaways from NRF 2013

27,000 delegates from across the world gathered in New York this January at NRF 2013, making it the largest platform for discussing the future of global retail industry. Team Capillary brings to you the three most talked about customer engagement trends at the show.

1. “The Great Convergence” : Deloitte

In a keynote addressed delivered at NRF’s BIG Show 2013, Alison Paul, compared the impact of the digital revolution to the Industrial Revolution and how it caused a massive reconstruction of the industry. Rather than change in retail technology, he said it is consumer technology that is changing and retailers need to take notice.

2. Mobile continues to dominate customer engagement!

For a second year running, after 2012, NRF 2013 was dominated by mobile. While leading retailers such as Macy’s and Sephora are testing a range of mobile technologies, mid-segment retailers were also curious to know how to ‘Go Mobile!’

3. Smarter Analytics for Personalization

In one of the key NRF Educational Sessions, leading specialty children’s apparel retailer, The Children’s Place discussed how analytics is helping them improve business strategy. They are building brand loyalty through personalized and targeted communication.

Also at NRF’s BIG Show ‘13 Jeff Bezos was awarded the Gold Medal Award for the company’s excellence in retail and his inspiring leadership. Crocs, Inc., President and CEO, John McCarvel was named Retail Innovator of the Year while Lululemon Athletica CEO, Christine Day was awarded International Retailer of the Year at NRF’13.

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