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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:
Qualtrics Work Different - three customers experiences of the criticality of Experience Management diginomica.com - get the latest breaking news, showbiz & celebrity photos, sport news & rumours, viral videos and top stories from diginomica.com Daily Mail and Mail on Sunday newspapers.
PROVO Seven-time Super Bowl winner Tom Brady spoke Tuesday at Provo-based tech giant Qualtrics virtual conference on what makes a great leaders and how to further a team. To me is what makes a great team, a great culture, about a group of men, a group of women, that all believe that they can get something accomplished together, Brady said. You don t have to worry about them; they don t have to worry about you. They do their job, you do your job, you ve set a great culture, you align on a goal and you work toward it.
What makes a great leader whether it be in business, sports or family is having empathy and caring about people, Brady said.