Retail Brands Using Technology to Enrich Customer Experience


As the pandemic outbreak disrupted the normalcy in the retail sector, many retailers were faced with the task of not just sustaining their businesses but also providing the best experience to the customers. In such times, technology served as a beacon of light in resurrecting the lost hope of both retailers and customers. Today, with the help of technology, many retail brands have been successful in engaging customers, retaining their brand loyalty, and creating a seamless and delightful shopping experience.


Taking the customer experience to the next level, Sephora has deployed a chatbot, using which the customers can easily make in-store appointments with Sephora’s beauty experts. The French cosmetic giant also offers an omnichannel experience to its customers by linking their online purchases to their in-store purchases. Not just this, there are tablets placed around Sephora’s sales floor, that customers can use to access their Sephora account.


As the stores reopen after the pandemic, a contact-less and convenient shopping experience is what the customers are expecting from the retailers. Keeping this in mind, Walmart has recently opened a pilot supercenter in Arkansas, which contains self-checkout kiosks that ensure contact-less shopping and faster checkouts.


IKEA, the furniture giant ensures a seamless experience for its customers by integrating online and offline in a multitude of its services. The company has a mobile app, called ‘Place’ that uses Augmented Reality to make it easier for customers to envision their products in their homes. Using this app, customers can browse more than 2,200 items and also try them in 3D representations of their homes

True Tribe

True Tribe, the French sustainable clothing brand, has recently launched its first clothing line with complete transparency, using the power of blockchain technology. With the help of SUKU, the blockchain-based supply chain traceability solution provider, the company is now able to provide transparency into a garment’s complete journey from raw materials through to the finished product.


Artificial Intelligence has made it possible for retailers to streamline the checkout process.

Recently, Amazon launched its cashier-less store, called Amazon Go Grocery Store that relies on AI technology to automatically track the items removed from the shelves and register the products consumers add to their virtual carts. The carts are then automatically checked out using their payment card on file.


Decathlon’s modern stores feature digital technologies that enhance the shopping experience for its customers. For example, these stores have deployed Virtual Reality stations that enable customers to explore products in virtual environments. The stores are also equipped with robotic units that ensure the shelves are always well stocked and payments are made seamlessly using the decathlon application.


Starbucks has been using technology for quite some time to brew up more and more convenient shopping experience for its customers. Starbucks’ customers can easily recharge their Starbucks’ account through various recharge options that include – application, website or in-store recharge options. Using the Starbucks application, the company is also able to offer special, personalized offers to its customers. As a result, the company is able to create a more personalised experience for its customers while also improving customer loyalty and satisfaction.

Today, customer experience is being enriched more and more by the use of modern technology. The above retailers have been greatly successful in revolutionizing customers’ shopping experience by synchronizing their in-store and digital retail experiences with the help of technology.