CRMC 2019: Where technology meets consumer behavior

Despite retail sales hitting a record $6 trillion in 2018 (outperforming the 2007 pre-recession high of $4.4 trillion), certain trends, like store closures, are continuing to rise. For example, a staggering 5,994 stores closed in the first three months of 2019, exceeding the 5,864 that closed over the entire course of 2018. Two key shifts taking place in retail are inextricably linked: The first is technology; the second is consumer behavior. This is creating a chasm between those who are thriving and those who are, to put it simply, not thriving at all.

CRMC Proves It Again: Customer Experience Is The Key To Success

The themes at the 2019 Customer Relationship Marketing Conference (CRMC) in Chicago last week, where I had the pleasure of attending and representing Acxiom with several other of my Retail Industry friends, were familiar to marketers striving to succeed in this rapidly changing Retail environment. As you might expect, the need to use better and more robust types of data more wisely to deliver personalized experiences for consumers was at the top of the list.

CRMC 2019 Recap: Personalization & Data Are Key to Enhancing the Customer Experience

As we approach the end of the first half of 2019, data & personalization have emerged as two central themes in the retail world. That’s why it’s no surprise that the recent Customer Relationship Management Conference (CRMC) was centered around these ideas and their connection to loyalty.


In today’s retail landscape, every brand is facing some type of competition. Whether you’re faced with the pressure of non-traditional retailers and direct to consumer brands or decreasing engagement in loyalty programs, it’s the perfect time to re-evaluate your marketing strategy before the holiday season.

The CRMC 2019 Recap – Retailers, Loyalty, and Fireworks

Another CRMC (The Customer Relationship Management Conference) has come and gone. And once again, it did not disappoint.

We heard some incredible insights from top retail executives. There were ample networking opportunities and unique entertainment options at night.

As one of the premier events targeting the customer loyalty and CRM industry, I would highly recommend CRMC for anyone in retail marketing.

It was difficult to pick just a few of the best experiences to talk about, but here is my recap of CRMC 2019 in case you missed it.

5 Things Not to Miss at CRMC 2019

The CRMC has earned its reputation as the No. 1 networking event for retail marketers.

With nearly 200 retailers scheduled to attend, CRMC 2019 will bring together the top minds in customer engagement, loyalty, and CRM.

The retail calendar has flipped to June and the peak holiday season is still several months away.

With over 750 peers expected to attend, we’ll all have our fair share of workshops, 1:1 meetings, dinners, and cocktail receptions to attend, but here are five things not to miss at CRMC 2019.

Express Improves Loyalty Program Through Smart Use of Data

In episode 162 of Total Retail Talks, recorded at the Customer Relationship Management Conference (CRMC) in Chicago, Kate O'Shaughnessy Jung, director of loyalty, mobile and partnerships, and Tony Zubek, manager, credit, loyalty and mobile, both of Express, discuss how the fashion retailer has revamped its loyalty program though the use of customer data.

How Wolverine Worldwide is Personalizing Customers’ Experiences Across its Many Brands

Danielle Fewtrell, Director of CRM, and Rachel Waldstein, Senior Manager of CRM strategy, both of Wolverine Worldwide, detail how data (customer, product, competitor) is used to power the company's CRM system.

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