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State of the Industry

Returns as an Engagement Strategy

Q3, 2022

Standardized returns processes are blunt instruments that tend to penalize high-value shoppers. Retailers must move towards precise, contextual, personalized experiences at the point-of-return. Even though retailers understand the strategic importance of returns, few know who to turn to internally as there is a lack of executive ownership for overall returns performance. This significant gap between intent and capability is a clarion call for targeted investment in process improvements and technologies to help improve overall returns performance.

This report presents key findings and analysis from a study of 130+ retailers to understand the state of customer engagement at the point-of-return.

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And, Why Enterprises Must Prioritize API-First Agility Over Headless Hyperbole.

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Q3, 2019

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As consumers continue to reshape their expectations,

enterprises must contend with a uniquely challenging landscape.

The consumer technology landscape is forever changing.

From Pinterest to TikTok, WeChat to Instagram, new experiences can rapidly gain consumer adoption and relevance.

Consumer, Technology, Incisiv

From augmented reality to voice, smartwatches to chatbots, consumers are constantly embracing new interaction paradigms.

Commoditized convenience is eroding loyalty and margin.

Consumers expect convenience. If you can't deliver it, they'll go elsewhere - e.g. next day shipping becoming the new standard.

Walmart will reportedly lose USD 1 billion on eCommerce revenue of USD 21 billion this year as it faces challenges in its bid to complete against Amazon – from trouble integrating its DNVB acquisitions to impact on margin from its next-day delivery operations.

Consumers value experiences that are curated to fit their lives better.

They want to engage, be served, and transact at their time, their pace, their place. They have little patience, infinite choice and the freedom to swipe left at the slightest hint of friction.

Consumer, Experience, Incisiv

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