At a recent retail conference in Palm Springs, professionals explored ongoing industry transformations. Key discussions emphasized customer engagement, with Macy's introducing a 'concierge process' to streamline transactions for big-ticket items. Attendees also highlighted the rise of influencer marketing, especially among Gen Z, with Lowe's leveraging social media figures for product promotion. The event underscored the necessity for retailers to adapt their strategies to meet changing consumer behaviors and preferences in a multifaceted marketplace.
In a session about brand engagement, Jeffrey Warren, VP of selling and customer experience at Macy's, emphasized the importance of customer feedback data to drive change.
Neelima Sharma, SVP of omnichannel and e-commerce technology at Lowe's, stated that the newer generation is more influenced by strangers than their own family.
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