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3.Provide a personalised experience Personalisation is arguably the most sought-after element in the shopping experience. By capturing consumers’ data and leveraging this for actionable insight, retailers can automatically generate purchasing suggestions and tailor their services to meet the indi- vidual needs of every user. To put it simply, personalisation technologies enable retailers to deliver the right ex- perience to the right customer at the right time, whether they are in-store or online.


Another critical dimension to person- alisation is the virtual showroom. High definition, 3D images, augmented re- ality, and virtual reality environments enable customers to trial and experi- ment with items from the comfort of their own homes – a critical break- through in this new era of safety. Ul- timately, to both overcome the limita- tions of COVID-19 and ease the CX, retailers must focus on unique and personalised experiences to suit the needs of every customer.


4.Handle data transparently and securely


Another key element to consider when forming the optimal CX is security. Now more than ever, consumers are overtly aware of the possible security risks when entering the digital land- scape. Retailers must, therefore, en- sure they handle the personal data required for creating that personalised experience appropriately, abiding by data protection regulations such as GDPR to ensure extra layers of secu- rity. Organisations must also ensure they are transparent with how and why they are using consumers’ data. Trust between a consumer and retailer is a critical brand differentiator and will inevitably lead to greater customer re- tention.


Bollard concludes, “As digitalisation accelerates across the globe and many retailers move more of their services online, the seamless CX is of para- mount importance. While it may take some initial investment and adaptation of existing processes, the immense return on investment when removing friction from the customer journey out-


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weighs the initial costs. At this critical time of recovery, it is retailers who em- brace omnichannel solutions, commu- nicate effectively with consumers and personalise the shopping experience


that will spearhead this sector’s recov- ery. The above tips will create a strong foundation for any retailer to not only survive but also thrive throughout the challenging times ahead.”


Ex Maverick duo joins Collabtech


Collabtech, a global provider of col- laboration and AV enablement solu- tions has appointed Jon Sidwick as President, as part of a growth and innovation strategy designed to help people work better together. As the largest independent solutions business in the market, Collabtech provides best in class, physical and virtual enablement services in over 110 countries. Working through the channel to support integrators and end users, Collabtech’s clients in- clude manufacturers, distributors and platform partners as well as inte- grators in UC, IT and AV.


Jon Sidwick will spearhead the in- novation and growth strategy for the business which includes establish- ing a European headquarters in the UK. Maverick Collaboration lead Jane Hammersley will also join the busi- ness as Senior Vice President Global Alliances, with the mission to work with the business’s clients to develop solutions to suit the rapidly evolving world of collaboration.


Jon Sidwick, President of Collabtech explains;


“Over the past few years, we have watched Collabtech evolve into one of the exciting and agile businesses in the market right now. They have a unique set of skills deployed with care and the highest quality for the channel. I am so pleased to be able to work with Shawn and the team to take the business to the next stage. This moment is pivotal for the market as companies adjust to a new normal and Collabtech can help scale en- ablement like no-one else.” Formerly at Maverick AV Solutions, Jon and Jane created a world lead- ing AV and collaboration business delivering innovation, channel part- nerships and multi-vendor solutions to the market. The business grew to


the market leader in the merging AV/ IT space, deploying solutions for thou- sands of meeting spaces annually. Jon continues as Vice Chairman of the in- dustry association AVIXA, working with leaders throughout the world to create industry development opportunities, diversity and growth within the market.


Jane Hammersley, SVP Global Allianc- es explains;


“The current crisis is driving unprec- edented usage of meeting platforms that require end to end digital work- flow deployment. CollabTech is seeing a massive increase in demand, lead- ing to recent global investment and expansion in its service set, designed to help the channel to evolve rapidly and in a more customer focussed way than ever before.


Collabtech Founder Shawn Leonard explains;


“Our mission at Collabtech is to help people work better together and never has that been more pertinent. Jon and Jane bring unique UC experience and deep channel relationships which will help the business to scale and meet the exponential growth we are seeing in the space right now. As President, Jon’s creative and disruptive approach fits with our customer centric focus and desire to challenge conventional thinking to create a new kind of part- ner for the channel.”


Shawn will remain as Chair of the board and majority shareholder, active- ly involved in the business’s direction and strategy. The business has a new European head office in the UK and will be adding to the leadership and deployment teams to reinforce current customer programmes and help devel- op and deploy emerging platform cen- tric services.


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