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Summary:
This week - are retailers finally getting an omni-handle on consumers? Microsoft gets Nuance(d), while SaaS gives way to XaaS. Return-to-work raises trust issues, I get salty about BizDevOps, and customers don t want your journey-mapping. Plus: your weekly whiffs.
Lead story - Anyone who thinks they know exactly how consumers will behave in the next six months should
have to turn in their retail guru card not be taken seriously.
We know this much: retailers better have the flex to adapt: to whatever channel (fickle) consumers want that week/day/hour/minute.
Start with Stuart s Bedding in for the omni long haul - how Bed, Bath & Beyond furnished a retail future for itself despite COVID. 18 months ago, Bed Bath & Beyond was on omni-hassle. Not anymore. Take their BOPIS surge, a six-fold increase since launching in April 2020 (4 million buy online/pick-up in stores customers served). Stuart quotes the CEO: