Matthew Wilson

Why Bank Branches Are The Solution for Successful Digital Transformation in Banking

Most financial institutions continue to prioritize digital transformation and digital technology, leveraging their online and mobile platforms to reduce customer attrition caused by branch relocation and closure. As a result of this shift, many banks and credit unions have shifted from traditional banking to digital-first institutions. This change increases online and mobile customer usage and […]

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How to Hire More Retail Workers with a Powerful Employee Value Proposition

Brand Strategy, Corporate Identity, Retail / Matthew Wilson

In the midst of a global labor shortage, retail brands are dealing with chronic understaffing in their stores. Frontline employees are the face of retail brands; they provide service, advice and guidance, and assistance with complex transactions. A positive experience with an engaged employee can have a significant impact on the customer experience. However, with

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The Future of Payment Systems

Financial Services, Retail / Matthew Wilson

The future of payment systems has been evolving as technology continues to make its mark on the payments landscape. Finance and retail have long been inextricably linked, and with customers obsessing over the latest technology, payment systems have had to keep up. In this dynamic environment, businesses are increasingly exploring innovative solutions to streamline transactions,

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5 Best Personalized Retail Experiences

Retail / Matthew Wilson

E-commerce and personalization have forever altered the retail customer experience. Modern consumers expect tailored customer journeys in their retail experiences, which many retailers are delivering through personalized shopping, including personalized tunic Greek clothing options. Retail personalization gives customers a consistent shopping experience across all touchpoints. Creating personalized retail experiences is important because it emotionally connects

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Why The QR Code Is Making A Comeback

Digital Experiences / Matthew Wilson

The QR code is a valuable commodity in Asian countries, yet its presence in North American retail continues to be slow and inconvenient. The good news is that North America has recognized the platform’s power and is catching up to its international competitors. As a globally accepted medium, QR codes have enabled retailers to increase

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Part 3: The Future of the Store

Design Innovation, Retail, Retail Design / Matthew Wilson

This three-part blog series on the future of the store focuses on insights from the Future Stores Conference in Seattle, Washington. In the first two parts, we discussed the changing role of retail and how retailers need to shift from focusing on the consumers to front-line associates. The third and final section will focus on how brands

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Part 2: The Future of the Store

Design Innovation, Retail / Matthew Wilson

This three-part blog series focuses on insights from the Future Stores Conference in Seattle, Washington. Part 1 of The Future of the Store discussed the renewed value of brick and mortar locations as part of retail’s growth strategy, as well as the importance of tailoring the store experience to the given trade area while creating a strong

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Part 1: The Future of the Store

Design Innovation, Retail / Matthew Wilson

After over two years since the last live gathering of senior retail executives in operations, design, digital, and technology, this year’s Future Stores Conference took place in Seattle, Washington, on July 14 and 15. The seminar explored various topics and opportunities in retail and featured sessions on how leading retailers integrate a hybrid approach to their in-store

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How To Develop an Omnichannel Customer Journey

Brand Strategy, Retail / Matthew Wilson

As consumer shopping patterns and expectations are constantly evolving, it’s important for retailers to ensure an effective omnichannel strategy is implemented within their customer journey. To deliver an impactful service experience, organizations need to ensure that all customer touch points truly reflect their customer’s shopping habits. Not only should the customer journey consider both the

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CPG Brand Gifts that Drive Direct-To-Consumer Growth

Brand Strategy, Packaging Design / Matthew Wilson

One of the most promising strategies for established CPG brands attempting to grow their direct-to-consumer online business is in giftables. M&Ms started the trend many years ago when they offered consumers the chance to personalize their classic candies: bridal showers, weddings and baby showers in the early 2000s just didn’t seem complete without a tulle-wrapped

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Creating the Right Omni-Channel Experience Journey in a Metaverse World

Brand Strategy, Retail / Matthew Wilson

The customer journey is closer to becoming seamless with the convergence of brand focus on UX, omnichannel, and overall shopping experience. However, much will change as a new sales channel emerges with the advent of the metaverse and augmented reality. What seems like a novel platform gained momentum with the recent announcement that Apple’s creation

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Small Changes, Big Impact: How 6 Retail Brands Are Becoming More Sustainable

Food and Beverage, Packaging Design / Matthew Wilson

As the world transitions towards a plastic-free future, retailers need to keep up with sustainable packaging trends. Previous methods of packaging that retailers considered essential, cost-saving measures, such as single-use plastic shopping bags, utensils, or cups, are losing their desirability. Using cheap sources of plastic ensures products are safe – but creates an ecological issue

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Service Design for Pharmacies

Health and Pharmaceutical / Matthew Wilson

The pharmaceutical retail industry and their traditional service design have been met with a number of disruptions – from the COVID-19 pandemic plateauing retail sales to the uprise in digital pharmacy companies. Digital start-ups like Pillway and Capsule are providing prescription drug fulfillment deliveries, Direct-To-Consumer brands like Persona Nutrition and Ritual are supplying vitamins, and

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The Retailers Guide to NFTs