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Omni-Channel Retail Tech Improved Last Year; In-Store Experience Maybe Not: Newstore Report

Drilling into retail, Newstore’s secret shopper research into 250 top brands found capabilities have increased dramatically in the past year: for example, 53% now offer buy online pick-up in-store (BORIS) options, up from 25% two years ago.  In-store experience may have suffered as investments shift elsewhere: just 48% give mobile devices to in-store staff, down from 68% two years ago.

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More Buyers Want Personalization Opt-Out than Recommendations: Kustomer Report

January 3, 2022

Kustomer found the most desired retail personalization features were quick access to recently viewed products (59%) and online account information and purchase history (55%).  But take note: ability to opt out of personalization (52%) ranked far ahead of personalized product selections based on past browsing and buying behavior (32%), behavior on other retail websites (19%), or demographic information (12%).

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CIAM Vendor Ping Identity Bought for $2.8 Billion by Private Investors

August 5, 2022

CIAM (Customer Identity and Access Management) was once largely about managing employee access to company systems, but it’s increasingly applied to consumer log-ins and identities as well.  This creates an overlap with the identity management systems more traditionally used for customer data.  The expanded market helps to explain why private investor Thoma Bravo just paid $2.8 billion for CIAM vendor Ping Identity, a 60% premium of its most recent stock price and just under 10x revenue.

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