Strategy

What Kohl’s store closings tell you about the true state of retail
Retail CX strategies from Anthropologie, Guess, Coach and Sephora
Only 52% of specialty retailers focused on creating memorable experiences
How Meta’s decision to fire its fact-checkers will change the experience of using Facebook and Instagram
Zynga and Activision Blizzard advise brands on participating in player experiences
Hollywood’s learnings about theaters vs. streaming proves it’s time to rewrite the CX script
Oh, the humanity! The art of making virtual AI agents resemble real employees
Google UX director teaches the best way to map out critical user journeys
34% of Black Friday, Cyber Monday revenue linked to e-mail capture efforts
Why Jaguar’s rebrand could still gain traction
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