Data, AI & the Customer Experience Gap - Rewriting the Marketing Playbook
About this episode
The episode discusses the gap between consumer expectations and retail marketing execution, featuring insights from Dave Weinand on the state of customer experience in retail.
S2E4 The Truth About Retail Customer Experience - What Adobe + Incisiv Discovered In this episode of The Retail Razor: Data Blades , Ricardo and Casey kick off a three‑part series with Dave Weinand , Chief Customer Officer at Incisiv , to unpack the latest Adobe + Incisiv State of Customer Experience in Retail and Consumer Goods research. Consumer expectations are rising faster than most retail marketing teams can respond, and the gap between what shoppers want and what brands deliver is widening . Dave breaks down: why customer experience continues to lag despite massive investment, why traditional marketing playbooks are failing, and how CMOs are shifting toward revenue‑driven metrics like CLV and loyalty. The conversation explores the operational pressures shaping retail marketing, including frictionless checkout, page speed, unified data, and the rise of technical marketers. Plus, a preview of episodes to come diving into how Generative AI and agentic commerce will change the game for marketers. This episode is a must‑listen for retail leaders navigating the future of customer experience, AI‑driven marketing, and the organizational changes…
More episodes of The Retail Razor: Data Blades
- Agentic AI Has Arrived: What Retail & CPG Marketers Must Do Next
- Retail Data Readiness: Why Retail & CPG Can’t Scale AI
- Proven Data-Driven Retail Tactics for Higher Average Transaction Value
- Is Retail Loyalty Dead? Winning Today’s Savvy Shoppers with Gareth Johns
- Boost Retail Conversion: Gareth Johns on Data-Driven Strategies That Drive Sales
- Sharpening Retail Strategies | AI, Customer Experience, Retail Media, and Employee Impact
Explore listener stats, chart rankings, contacts and more on the The Retail Razor: Data Blades podcast page.