[Step by Step] What Is the Role of Data in Improving eCommerce Experiences? (Feat. Brian Walker, Chief Strategy Officer at Bloomreach)

Episode • Aug 31, 2022 • 57m

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All the uncertainty around the economy, inflation, and interest rates is affecting decision making and freezing the market.
“Redeploy budgets and focus on getting more out of the existing database of customers you have. Ensure that their journeys support what they're trying to accomplish as consumers and how they want to engage with your brand.” – Brian Walker
We’ve been talking about personalization in eCommerce for decades, but very few brands are actually doing it.
“Those who are personalizing tend to be the ones who have grown share over the last 15 years and continue to reap results. It's hard to have those same results if you're only using out-of-the-box tools.” – Brian Walker
Headless makes a difference in a couple of key areas: The fluidity of the experience and how you can adapt and change it on a website as well as the common backend of your digital business.
“People may have an expectation that headless means easy or headless means simpler. That's not necessarily true. So you really need to do your homework and understand what that means if you’re going to go down that route.” –Brian Walker
“Your sales associates in stores or your service people in contact centers should be leveraging a common system and data store underneath so that they can serve the customer in a contextual, relevant way when you're engaging with them. Those are digitally enabled channels now as well. And therefore, everyone is a digital business.” – Brian Walker

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