Russell Haswell

All aspects of retail are being disrupted today. The industry is seeing dramatic gains or losses across channels and, ultimately, brands. Digital has become the epicenter of activity and the disruption is leading to unprecedented opportunity to use customer experience as a competitive advantage. If you think about pre-COVID-19, the

All aspects of retail are being disrupted today. The industry is seeing dramatic gains or losses across channels and, ultimately, brands. Digital has become the epicenter of activity and the disruption is leading to unprecedented opportunity to use customer experience as a competitive advantage. If you think about pre-COVID-19, the

I was able to chat with some experts one on one, and I just love those. It’s nice to really be able to talk about your individual problems and have them sit there, unbridled, on the spot, tell you what should be done, some best practices. This piece of feedback

I was able to chat with some experts one on one, and I just love those. It’s nice to really be able to talk about your individual problems and have them sit there, unbridled, on the spot, tell you what should be done, some best practices. This piece of feedback

Few decades in history have brought more change to retail shopping than the last 10 years. A few years ago, many feared the retail apocalypse would ruin the industry- claiming retail to be dead. Luckily, the landslide of large chain retailers forced to close their brick-and-mortar stores over the past

Few decades in history have brought more change to retail shopping than the last 10 years. A few years ago, many feared the retail apocalypse would ruin the industry- claiming retail to be dead. Luckily, the landslide of large chain retailers forced to close their brick-and-mortar stores over the past

In the retail industry, one that’s known for its ability to continually reinvent itself and find new ways to connect with consumers, the huge shift in consumer behavior from physical brick to smartphone click is predicted to accelerate in 2019. What is the path to better days? Retailers are realizing

In the retail industry, one that’s known for its ability to continually reinvent itself and find new ways to connect with consumers, the huge shift in consumer behavior from physical brick to smartphone click is predicted to accelerate in 2019. What is the path to better days? Retailers are realizing

Retailers today seem to have the cards stacked against them. From declining earnings, decreased foot traffic, and store closures, the challenges are endless. In addition, they’re experiencing a new generation of shoppers whose changing habits are reshaping expectations from stores, brands, products, and more.   Did you know that millennials

Retailers today seem to have the cards stacked against them. From declining earnings, decreased foot traffic, and store closures, the challenges are endless. In addition, they’re experiencing a new generation of shoppers whose changing habits are reshaping expectations from stores, brands, products, and more.   Did you know that millennials

From napkins to banks, the list of sectors that millennials are rethinking seems never ending. While it’s enough to make marketers believe that brand loyalty among millennials is dead, it’s actually the opposite. In fact, millennials are the most loyal generation of buyers. More than 50 percent report that they’re

From napkins to banks, the list of sectors that millennials are rethinking seems never ending. While it’s enough to make marketers believe that brand loyalty among millennials is dead, it’s actually the opposite. In fact, millennials are the most loyal generation of buyers. More than 50 percent report that they’re

A version of this article originally appeared at Retail Touchpoints on December 15, 2015. It’s a tradition. With the crucial holiday shopping season in full swing, retailers raise armies of customer service personnel to bravely battle through the annual onslaught of store traffic. Sound a lot like a war? It

A version of this article originally appeared at Retail Touchpoints on December 15, 2015. It’s a tradition. With the crucial holiday shopping season in full swing, retailers raise armies of customer service personnel to bravely battle through the annual onslaught of store traffic. Sound a lot like a war? It