Retail & Ecommerce

Though still in the early stages of rollout, 5G technology could bring about positive changes to the retail industry, as retailers seek to maintain their digital transformation efforts and bring consumers safely back into stores in 2021. Retailers will use their IT investments in 5G to enhance the customer experience, both in-store and online.

Buy now, pay later (BNPL) services have emerged in recent years as more retailers, including Walmart and Macy’s, began offering consumers financing options when checking out.

US click-and-collect sales more than doubled in 2020 and will sustain double-digit growth rates over the next four years, according to our latest forecast. We estimate that US shoppers spent $72.46 billion via click and collect last year, accounting for 9.1% of all ecommerce sales. This year, those figures will increase to $83.47 billion and 9.9%, respectively.

On today's episode, we discuss how stores will likely shape-shift, what happens to curbside pickup going forward, and how "virtual" shopping experiences are about to get. We then talk about whether "buy now, pay later" is sticking around, Amazon's emerging national grocery chain, and how Walmart+ is doing six months after launch. Tune in to the discussion with eMarketer director of forecasting Cindy Liu and analyst at Insider Intelligence Daniel Keyes.

Learn how digitally native brand Mack Weldon repositioned its product-based messaging in favor of compassionate campaigns told through consumers’ voices. See our interview with Brian Berger, founder and CEO, as he discusses marketing strategies, brand loyalty, and the importance of testing traditional and nontraditional channels.

The direct-to-consumer (D2C) model has been making waves over the past few years, as a greater emphasis on owned and operated online channels has been placed. In 2020, this model became even more attractive as brands and retailers faced disrupted supply chains, delayed orders, and store closures.

On today's episode, we discuss the different ways brands might get involved on social audio apps like Clubhouse, what kind of Summer Olympics we can expect this year, common ad tactics that are alienating people, America's payments revolution, how retailers are using Facebook Shops, what we know and don't know about the ocean, and more. Tune in to the discussion with eMarketer principal analysts Jeremy Goldman, Nicole Perrin, and Debra Aho Williamson.

Critical as it is, customer experience (CX) wouldn’t offer competitive differentiation if every brand was successful at delivering strong CX.