Dee Reddy

Sprout Social's Director of Customer Marketing Tara Robertson explains how building an empathetic, data-driven customer journey drives long-term retention. One of our mantras here at Intercom is that customer retention is the new conversion. In an era when more and more businesses adopt a subscription model, strong customer retention is the key to sustainable long-term growth and requires a laser-like focus.

Welcome to the final instalment of S.H.O.P., our series examining the changes in retail and commerce. Over the course of four weeks, we’ve been exploring some of the key topics around the past, present, and future of retail, looking at the technologies and behaviors that have enabled – and transformed – shopping as we know it. This week, we’re looking at how this year’s holiday Present shopping could change retail forever.

Welcome to S.H.O.P., our series examining the changes in retail and commerce. Over the course of four weeks, we’re exploring some of the key topics around the past, present, and future of retail, looking at the technologies and behaviors that have enabled – and transformed – shopping as we know it. This week, we’re looking at the tools and infrastructure needed to facilitate the move Online.