Executive Summary

Coresight Research attended the 13^th Annual VM Global Leadership Summit on March 20 in New York City. CEO Deborah Weinswig delivered the keynote address Consumers at the Crossroads of Tech and Retail and moderated a panel discussion titled Tactics and Insights for Decoding Consumer Behavior. Panel participants included David Hoodis, CEO at Mood Media; Nevin Raj, Cofounder and COO at Grata Data; Heike Young, Senior Manager, Strategy & Insights: Retail & Consumer Goods at Salesforce; and, Karl Haller, Partner, Consumer Center of Competency at IBM.

• Coresight Research’s BEST Framework provides a schema for reshaping retail to make the store experience rich with services and customization that build brands and customer loyalty. 
• Physical retail is far from dead, it’s evolving and service can be a key differentiator that builds customer loyalty: Know its value and how to use it in a different way. 
• Loyalty is a key focus in 2019. 
• Complacency should be your biggest fear – along with not knowing your competitors.