The pandemic forced retailers to drive innovation at unprecedented levels to continue to deliver exceptional customer experience and revenue. But the pace of innovation isn’t slowing as recent announcements from Sam’s Club and other retailers shows.
Pandemic as Innovation Inspiration
In February 2020 when the COVID-19 pandemic was just entering our collective consciousness and lexicon, no one would have predicted that it would be a major driver for digital innovation in the retail sector. But it most certainly has been. From curbside pick up to new apps and greater personalization the pandemic took digital transformation from something that’s futuristic to something that brands must do.
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Sam’s Club Improves CX with Scan and Ship
Fast-forward 18 months and the digital transformation juggernaut is still going strong. Sam’s Club recently announced the deployment of a new scan and ship service that will allow customers to scan and pay for bulky items in store and have them shipped to their homes. “Just like Scan & Go, Scan & Ship gives members greater control of their shopping experience,” said Tim Simmons, senior vice president and chief product officer at Sam’s Club.
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Delivering on the Promise of Personalization in the Retail Space
Perhaps the final frontier of digital transformation in retail is making good on the promise of personalization. True personalization extends well beyond using your name in an email, ensuring that your nearest store is the first choice on the web site, or popping up ads that contain items you might like. For Ashesh Shah, the CEO & Co-founder of Fusion Informatics Limited, the promise of personalization will be achieved when brands connect with the customers on an emotional level.
Interested in learning more about Shah means? You can do that here.
