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From my days working in retail to now advising retailers, I’ve observed that retail work and life have some fuzzier boundaries than in other industries. Separating “work” from “non-work” became significantly harder in the pandemic. It certainly became more confusing as some of the least paid employees were deemed essential which meant they were “required” to take on more risk. And during the …

The death of physical retail has been predicted for quite some time. This sentiment has grown during the Covid-19 pandemic as e-commerce numbers increase. It is true that the pandemic has accelerated trends that were well underway prior to the pandemic; “normal” is no more. Physical retail is not dead. As we swiftly move into a new age of retail (what I call The Customer Channel), I argue that …

In my first blog post, “The Relevance of Physical Retail in the Customer Channel,” available on empatheticmachines.org, I spoke about the relevance of physical retail today as well as introduced the idea of the Customer Channel.  Today, I’m going to dive into some of the technology empowering the Customer Channel in physical retail. In particular, let’s discuss how tech is transforming physical …