TECHNOLOGY

Supermarkets and fast-casual restaurant brands took the top positions in an annual ranking of customer experience. Publix, Chick-fil-A, and H-E-B earned top three positions in Temkin Group’s 2017 Temkin Experience Ratings, a cross-industry benchmark of customer experience. Publix had a score of 84%, closely followed by Chick-fil-A and H-E-B, which both scored 83% in the seventh annual rating.

Wayfair’s newest digital endeavor could be a valuable resource for the design community.    The home furnishings brand released its 3D model library on SketchUp, 3D modeling software used by architects, engineers, design, construction professionals, and members of the global maker community. Through the partnership, Wayfair is releasing approximately 1,000 models to SketchUp’s 3D Warehouse, enabling designers to visualize the company’s furniture and décor products in their designs.  

Lowe’s Cos. is embarking on the next chapter of its virtual reality journey.   Starting Tuesday, March 7, the home improvement chain’s store in Framingham, Massachusetts, debuted its “Holoroom How To,” Lowe’s first-ever virtual reality DIY skills-training clinic. As consumers enter the interactive virtual reality (VR)-based environment, they wear an HTC Vive headset to receive “hands-on” tutorials on basic DIY skills, including supplies and steps, needed to complete a project.  

Cracker Barrel Old Country Store’s mission is to “keep things simple and please people.” The same holds true when it comes to helping customers place orders.   Responding to its visitors’ demand for more convenience and flexibility when placing to-go orders, the chain now features a platform that allows customers to order meals through their smartphones, tablets, laptops and desktop computers.   

For good reason, retailers in recent years have sought to understand the shopping habits and preferences of the millennial generation. The oldest millennials, born in or after 1980, are now well into their thirties – and have certainly reached maturity as consumers. It’s now time to shift the focus and look at the next generation behind these millennials to see if they differ from their digital-savvy counterparts.    

Target’s omnichannel journey may have started five years ago, but newly-emerging digital touchpoints continue to change the game.   By leveraging machine learning to tap into customer demand, the mass merchandiser is defining which touchpoints are not only valuable, but influencing its shoppers’ paths-to-purchase. The initiative was discussed at the “Determining New Omni-KPIs To Hit Goals And Key Drivers” session at eTail West 2017, in Palm Springs, California, Feb. 27-March 2.  

As the retail industry continues its digital transformation, chains need a new formula to best service its shoppers.   To achieve this goal, 70% of retail decision makers are ready to make changes to adopt the Internet of Things (IoT), according to the 2017 Retail Vision Study, from Zebra Technologies. The study analyzes the technology trends shaping the future of the global retail industry and enhancing the shopping experience.  

As the industry remains on its path toward frictionless retail, there is one clear way to achieve this goal: embrace innovation.    There is no denying that innovative solutions are the industry’s ticket to transforming operations, and eTail West 2017 was chock-full of ideas of how to make this transition. The hottest digital strategies that continue to shape retail run the gamut, from conversational artificial intelligence to redefined mobile strategies that center on personalization, virtual reality and digital payments.