Measuring the Store of the Future

BlogCustomer ServiceecommerceMarketingStore ExperienceThe FutureUncategorized

Retail’s most important metric is something most retailers aren’t even paying attention to. By Doug Stephens In a world where consumption is increasingly moving online, how should the performance of physical retail stores be measured?  What metrics make sense in a retail landscape that is seeing double-digit, compounded growth in ecommerce, while brick and mortar stores …

April 2019 – In Review

BlogMonthly RoundupUncategorized

In January of this year at the National Retail Federation conference in New York we met one-on-one with over 14 different retailers and brands to discuss the challenges they faced in 2018 and provided them with strategies to help them navigate into 2019 and beyond. Now, at the end of April we find ourselves having …

No – Every Company Is Not A Data Company

Big DataBlogStore ExperienceStrategyTechnologyTrends

  By Doug Stephens Periodically the trope du jour changes. From “every company is a content company” to “every company is a social company” or “…a media company” and more recently, “…a technology company.” It seems that once a business achieves dominance in a given realm, we are then led to believe that every business …

Is Surveillance The Future of Service?


  By Doug Stephens With every Facebook like, Amazon browse, Instagram post, or Google Maps query, we’re being watched, monitored and targeted. The internet has become a surveillance state and each of us a data set, where companies — known and unknown to us — are cataloguing, monetising and leveraging our data, often in ways …

January 2019 – In Review


We kicked off 2019 at NRF in New York City where we met with retailers and brands eager to understand the challenges they’re up against.  We saw new retail concepts like The Reserve Roastery by Starbucks, carefully curated online-offline retailer Huckberry and got caught taking selfies in the Glossier flagship (admittedly it’s really hard to resist). …

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