There’s no doubt that the future of retail is digital. And now, Saks is doubling down on that theory by spinning off its digital and e-commerce presence to create a separate entity from its physical stores.
CMO Emily Essner says that the experience for customers hasn’t changed, but spinning off the digital arm allows Saks to solidify its investment in the future of digital in an increasingly complex world. The digital-specific business can focus solely on growing an omnichannel experience without other distractions.
Blake Morgan is a customer experience futurist, keynote speaker, and author of the bestselling book The Customer Of The Future.
For years, the streaming wars dominated as more customers cut the cord on cable, new streaming services popped up to challenge Netflix, and an incredible amount of original content was produced. But the days of streaming wars are over.
Customers are overrun by so many streaming services when all they want to do is watch quality shows. Netflix subscribers have flattened in recent years, and Disney+ seems to be the clear winner. In today’s experience economy, customers want incredible content. They are looking for escapism, and the company that can provide the right balance of entertainment and value will come out on top.
So, what comes next for streaming?
Blake Morgan is a customer experience futurist, keynote speaker, and author of the bestselling book The Customer Of The Future.
Customer experience professionals face countless balancing acts: do you focus on digital or in-person experiences? Employee experience or customer experience? Build out the contact center or move to self-service options?
But perhaps the biggest question is this: Do you focus on long-term strategic vision or short-term customer service?
Wendy Smith, author of BOTH/AND THINKING: Embracing Creative Tensions to Solve Your Toughest Problems, says the answer is in changing from an either/or approach to a both/and way of thinking. Instead of feeling you have to choose just one solution, you can embrace the creative tension of both ideas.
Blake Morgan is a customer experience futurist, keynote speaker, and author of the bestselling book The Customer Of The Future.