Artificial Intelligence

The Kroger Co. has tapped a tech veteran as its next chief digital officer.   The supermarket giant announced that 15-year-veteran Kevin Dougherty, 63, group VP and chief digital officer, will retire on Jan. 27, 2017. He will be succeeded by Yael Cosset, 43, chief commercial officer and chief information officer of 84.51.     

Automated interaction is increasingly preferred by digital shoppers — and demand is increasing.   Specifically, 44% of shoppers said that if a company could get it right, they would prefer to use a chatbot or an automated assistant for customer service interaction — up four points from the 2015 survey. Half of them said that they would rather conduct all brand interaction via text/messaging, with 39% saying the digital-first methods are more effective than talking.  

With many Thanksgiving weekend digital purchases stemming from searches, the convenience of mobility is helping to drive this uptick.   That’s according to the “2016 Search Spend and Purchase Report,” from NetElixir. The study analyzing more than 11 million visits across four different verticals (food and gourmet, consumer electronics, apparel and gifting), starting on Thanksgiving Day through Cyber Monday.  

Clearly, Cyber Week’s promotions helped to produce record-breaking sales — but discounts alone won’t drive success this holiday season.   Let’s face it — even the best deals won’t matter if a retailer doesn’t have those highly-coveted Hatchimals or wireless Dr. Dre Beats in-stock and ready to be shipped in record-time. This battle will be won with a focused staff that is trained and ready to handle an onslaught of incoming orders; respond to customer questions and efficiently fulfill orders.

Selfies are taking on a new role when it comes to driving the guest experience at Ulta Beauty.   With e-commerce sales jumping 59.1% for the third quarter — on top of 56.3% growth last year — the beauty retailer is pulling out all of the stops when it comes to evolving and upgrading the guest experience. Once of the company’s newest initiatives is its Glam Lab.  

At a time when consumers have been trained to hold out for the sale, lingerie retailer Etam has entered into a partnership with First Insights designed to empower the brand to get the product and price right the first time.       

Visa’s new acquisition promises consumers more digital security when making payments on their laptop, mobile app, or connected device.   Visa is acquiring e-commerce payment authentication provider CardinalCommerce, a move that will enable the card issuer to deliver shoppers more secure, seamless digital payments, and help accelerate digital commerce. While Visa did not disclose financial terms of the transaction, the deal is expected to close in Visa’s second fiscal quarter 2017.