T@W Ep 39: Understanding the Retail Landscape in 2023: How Are Customers Shopping?

Retail shopping has changed dramatically in the past few years, and nowhere is that shift more apparent than during the holiday season. Trends and new buying models such as Buy Online, Pick Up in Store (BOPIS) — which rolled out largely as a pandemic response — are here to stay, and the retail organizations that can’t maintain them are unfortunately falling behind. But make no mistake: innovating the retail shopping experience means going beyond playing catch-up to the latest retail trend and proactively anticipating how customers’ buying habits will change over time. In this episode of Transformation @ Work, we’re looking at just how the consumer shopping experience has changed, where it’s headed this holiday season, and how retailers and suppliers can anticipate the next major shift before it occurs. Ready to dig deeper into Salesforce’s insights into what retailers should expect in the coming holiday season? Check out their latest blog on five key holiday shopping predictions! Learn more: http://sfdc.co/bNeZli Key Insights 03:20: Salesforce market analysis: how shopping has changed in the past few years 04:08: What does the average customer expect from retailers in 2023? 05:25: How “fast fashion” retail outlets gained market share by responding to growing demand for agile, omnichannel shopping experiences 06:25: The ripple effect: how changes in customer buying behavior led to massive shifts in supply chain operations 07:46: Looking back: understanding the major holiday shopping trends of the past three years 08:33: Looking ahead: predicting the major focus points for consumers heading into the 2023 holiday season 09:55: How Buy Online, Pickup In-Store (BOPIS) became a fixture of modern shopping 11:19: How retailers can leverage BOPIS to personalize the shopping experience and increase customer spending 13:16: Supporting frontline retail workers as they uphold BOPIS 14:19: How technology can facilitate seasonal worker training 16:40: How retailers can anticipate the next major shift in customer behavior and meet shoppers where they are 19:31: How Salesforce can help retailers streamline operations ahead of the holiday season 21:34: How the right implementation partner can unlock the value of Salesforce for retailers and suppliers Guest Bios Rob Garf, Vice President & General Manager, Retail, Salesforce Rob brings over 25 years of retail experience as a practitioner, industry analyst, strategy consultant, and software leader to his current role at Salesforce. This experience has given him unique insight into the challenges retailers face within a rapidly shifting landscape, and how technology can help them overcome those issues. Rob is also a frequent industry speaker and a member of NRF’s Digital Council. Rosa Campagna, Sales Director, Retail & Consumer Goods, Gerent Rosa Campagna is a seasoned account executive with a deep understanding of the retail consumer goods sector and several years’ experience in the Salesforce ecosystem. As a charismatic sales leader, Rosa excels in forging connections with prospects and developing a quick, keen understanding of their concerns, goals, and needs. Her extensive skill set includes sales, account management, digital strategy-setting, media relations, event management, and more.