NEW YORK – Canadian department store chain Holt Renfrew’s recent in-store management transformation demonstrates how omnichannel begins from within a business before extending outward to appeal to consumers.
Omnichannel and digital has been difficult for the luxury industry, as the sector is heavily rooted in hands-on service, which digital essentially takes away. During the session “Digitizing the Store: Bringing the Online Experience Alive” at Luxury Interactive on Oct. 18, a Holt Renfrew executive detailed how the retailer saw success by arming store associates with a special application for an omnichannel experience.
{"ct":"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","iv":"cef444fb6ad17fad37a2d39fb8ab1580","s":"6ac98fbfccab3e94"}