'You can't just hyper-personalize everything'

Author

Stephen Babcock
May 22, 2023

Advances in technology are enabling rapid acceleration of what’s possible in the personalization of ecommerce experiences. Yet it’s worth considering whether consumers are ready for the coming change. New research from CI&T found that shoppers had mixed feelings about sharing data, and giving up control of the shopping experience. The Current spoke with CI&T’s Melissa Minkow about the findings.

Ecommerce is a cross-functional pursuit, so everyone inside an organization has a role to play in driving digital growth. At Colgate-Palmolive, an upskilling initiative has delivered training to 16,000 employees. It is shaping both the techniques that the CPG uses to reach customers, and the way that employees work. In the end, increasing digital knowledge has helped grow ecommerce share, said Chief Digital Officer Brigitte King. – Consumer Goods

Zendesk has new tools that put shopping inside chat boxes. New customer experience tools will support efforts to communicate with consumers about abandoned carts, increase overall order value and automate key functions. Plus, deeper integrations with WhatsApp and Shopify will make these tools available on top commerce platforms.

Irish retailer Primark has an upgraded U.S. online presence that includes an expanded assortment and features that show whether an item is in stock. However, it doesn’t have direct buying and checkout. The goal is to inspire users to visit a store. – Footwear News

CPGs are in Chicago to start the week as they show off the latest and greatest treats at Sweets & Snacks. In earnings, retailers such as Best Buy, Dick’s, American Eagle and Costco are continuing to report initial 2023 results. Then, we’ll head into Memorial Day with fresh data on the consumer, courtesy of the PCE Index.

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