Author: Martin Mehalchin

5 musts for a successful customer engagement program

As brands seek to remain relevant and deliver value to their customers in the digital age, customer engagement has become a focal point on the agenda. Marketers now know... ...Read more

Amazon Go shows that most retailers still haven’t learned

This week in retail started with the news that Amazon would be opening Amazon Go, a cashier-free, app-based shopping experience concept that I am almost certain will grow into... ...Read more

The Unique Challenges of B2B CX

B2B CX presents unique challenges  While Voice of the Customer, Journey Mapping and other key techniques used by Customer Experience professionals can be equally useful in both Business to... ...Read more

The Future of Retail

Originally published by Retail Vision and re-printed with permission. PK’s Customer Experience Retail Expert, Martin Mehalchin, was recently interviewed by Retail Vision for our perspective on “The Future of Retail.” Along with... ...Read more

The Connection Between Culture and CX Strategy

One of the questions that Customer Experience (CX) leaders often grapple with is how to build a truly customer-centric culture in their company. Most realize that culture will be... ...Read more

The Retail Revolution: It’s Not Just About the Customer Experience

I’ve been pointing out the trend toward blended physical/digital (“phygital”) retail experiences for several years now. The momentum around this continues to grow as born-online brands like Nasty Gal... ...Read more

How Close are Retailers to Personalization?

Originally published on RetailWire.com Last month I was a guest of personalization vendor Monetate at their customer Summit in Philadelphia. In her CEO keynote, Lucinda Duncalfe introduced a concept she... ...Read more

3 Ways Mobile is Enabling Omnichannel Retail

PK's Retail Management & Customer Experience Practice Lead, Martin Mehalchin, was featured in a guest blog on the Solution Providers for Retail website  regarding mobile's impact to the retail omnichannel... ...Read more

Price Transparency: How to Address the Paradigm Shift in Retail

In Parts I and II of this series, we discussed why price transparency is of increasing importance for retailers and identified common pitfalls for retailers to avoid as they respond... ...Read more

Price Transparency: How to Address the Paradigm Shift in Retail

In Part I, we explained why price transparency is important and argued for alignment of prices across channels.  In Part II we discuss common pitfalls that retailers should avoid as they... ...Read more