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":"13dcc3f0f3c68a5a111e7ca10a2f3075","s":"b547431835346318"}