Legacy payments abandoned micro-businesses, AI makes them viable again

by Jim Aviles — CloudWalk Board Member, CloudWalk

Legacy payments companies went after tiny businesses early, but most eventually shifted to bigger customers because supporting the “long tail” was too…

Why the best retail technology makes associates more, not less, visible

by Tim McCracken Jr. — Chief Revenue Officer, SOLUM America

The human element isn't something you bolt on through training or policy alone. It's shaped by how the store operates day to day.

Mobility at the forefront: How mobile POS is redefining specialty retail

Mobile POS is reshaping specialty retail at the moment of decision. Retailers are equipping associates to assist customers, complete transactions anywhere in…

How tariffs and volatility are impacting consumer trust and brand loyalty in retail

by Anjali Burkins — Senior Director, North America Retail Strategy, o9 Solutions

In 2026, retailers will need to focus on long-term strategic thinking and building supply chain resiliency.

How leading retailers are re-thinking the role of the shopping cart

by Fraser Neil — Chief Sales Officer, Cust2Mate

The shopping cart has always been central to the store. In 2026, the retailers pulling ahead are the ones finally treating it as a strategic asset, not just a…

What makes luxury customer support operationally different

by Anna Bielikova — Chief Operations Officer, Simply Contact

Luxury support is not defined by politeness or its anticipatory nature. It stands out through operational control, speed of decisive action and agents who…

“Where’s my package” problem: The revolution in retail logistics

by Sritama Sanyal — Product Marketing Manager, Elastic Run

By elevating logistics from a back-office function into a core component of customer experience, brands can turn one-time buyers into lifelong fans.

AI is accelerating commerce, but service-led AI is where brands win

by Matt Price — CEO, Crescendo

If agentic commerce scales into a trillion-dollar opportunity, success will hinge on infrastructure.

How agentic ecosystems are redefining the consumer experience

by Meriel Neighbour — Chair of Ambassadors at MACH Alliance; Director of Technology Delivery and Transformation at River Island, MACH Alliance

While there's more hype and excitement around customer-facing AI chatbots or flashy generative AI tools, consumer loyalty comes from providing a consistent…

Customer experience horror stories and how better connection prevents them

by Lisa Orford — Global Vice President, Contact Center Product Management, 8x8, Inc.

Most customer experience “horror stories” don’t start with bad intentions. They start with good people working hard, but in disconnected systems.

Retail’s new power broker: AI and the rise of intelligent supply chain execution

by Eugene Amigud — Chief Innovation Officer, Infios

AI has become the new retail gatekeeper. And it favors brands that execute intelligently, consistently and at speed.

How to protect razor-thin retail margins with AI

by Leigh Helsel — Partner, Retail Lead, Centric Consulting

Retail margins are on the verge of a complete meltdown. Yet, retailers using AI are seeing the opposite trend. Knowing how and where to invest in AI is…

Selectable, not just seen: Why brand visibility isn’t enough in AI commerce

by Chris Bartosik — Sr. Director of Healthcare, Retail, and E-Commerce, Concentrix

Brands that rely on traditional tactics like sharp design, broad advertising and prime placement, find themselves competing in a game where the referee is an…

Customers reject AI slop: Don’t let automated ads ruin your retail marketing strategy

by Mike Schrobo — CEO and Founder, Fraud Blocker

Automation will mature and case studies will improve but, until that point, we must ensure advertising is for humans by humans.

2026 will be a year of rapid technological advancement

by Ben Johnston — Chief Operating Officer, Kapitus

For small business retailers, 2025 was a year consumed by the promise of change and the fear of what that change would bring.

From vending machines to autonomous retail: The evolution of grab and go shopping

Customers want physical shopping to feel as quick and simple as online purchasing. The demand has led to the rise of autonomous retail — stores where customers…

The hidden risks behind retail's AI shopping boom

by Dean Hickman-Smith — Chief Revenue Officer, Testlio

In an era where AI influences $67 billion in sales, the retailers who win will be the ones whose AI earns trust, repeat purchases, and long-term loyalty.

Reputation at checkout: How predictive AI helps retailers maintain trust in a crisis

by Ted Skinner — Vice President, Marketing, Fullintel

A crisis handled well can strengthen customer relationships by demonstrating responsiveness and accountability. Handled poorly, it becomes a digital record…

AI Is redefining the retail experience, but who owns the relationship?

by Adam Brotman — Co-Founder and Co-CEO, Forum3

As AI-powered assistants increasingly guide shoppers from discovery to purchase, the experience itself is being reshaped. It’s faster, more conversational, and…

Why retailers must secure transactional emails to combat scam threats

by Oliver Paetz — Head of Product Management, Transactional Email, Retarus

As online shopping continues to grow in scope and popularity, cyber criminals are finding new ways to exploit trust. For retailers, this is more than a…