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Data, AI & the Customer Experience Gap - Rewriting the Marketing Playbook
Season 2
Episode 4
Published 1 month ago
Description
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:
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 required to keep up with today’s customer experience.
What We Cover
Resource Links
State of Personalized Experience in Consumer Goods in an AI-Driven World - Report
https://business.adobe.com/resources/sdk/state-of-cx-consumer-goods.html
State of Customer Experience in Retail in an AI-Driven World - Report
https://business.adobe.com/resources/sdk/state-of-cx-retail.html
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About Our Guest
Dave Weinand, https://www.linkedin.com/in/david-weinand-a62538/
Chief Customer Officer, Incisiv, https://www.incisiv.com
David Weinand is the Co-Founder and Chief Customer Officer of Incisiv, Inc. – a research and insights fir
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 required to keep up with today’s customer experience.
What We Cover
- Why only 12% of retailers personalize more than 75% of the journey
- How consumer expectations are outpacing retail marketing execution
- Why friction kills: checkout steps, page speed, and new KPI dashboards
- The shift from vanity metrics to revenue‑driven KPIs
- How marketing now owns more of the customer experience
- The rise of technical marketers and data‑driven roles
- Why unified data is the foundation for AI readiness
- Best Buy & Sephora as examples of customer‑journey‑based org models
Resource Links
State of Personalized Experience in Consumer Goods in an AI-Driven World - Report
https://business.adobe.com/resources/sdk/state-of-cx-consumer-goods.html
State of Customer Experience in Retail in an AI-Driven World - Report
https://business.adobe.com/resources/sdk/state-of-cx-retail.html
Subscribe & Follow
Don't forget to like and subscribe to The Retail Razor: Data Blades for more episodes on customer experience, retail marketing, AI in retail, and data‑driven transformation!
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About Our Guest
Dave Weinand, https://www.linkedin.com/in/david-weinand-a62538/
Chief Customer Officer, Incisiv, https://www.incisiv.com
David Weinand is the Co-Founder and Chief Customer Officer of Incisiv, Inc. – a research and insights fir