Boosting customer engagement is one of the most efficient ways to grow your small business.
In our Guide to Improving Customer Engagement Strategies, you’ll learn how you can level up your customer interactions by:
• Adding more communication channels, to meet customers where they are
• Adding more communication channels, to meet customers where they are
• Boost outreach with SMS campaigns
• And much more
Get the guide today to learn more.
A Market Snapshot of How Category Excellence Creates Sustainable Competitive Advantage In today’s rapidly evolving retail landscape, traditional specialty retail models are facing unprecedented challenges. Our latest report, created in partnership with SAP and EverBlue, reveals how successful specialty retailers are transforming their expertise into sustainable competitive advantage. THE NEW SPECIALTY RETAIL IMPERATIVE The retail landscape has fundamentally shifted:• Direct Brands Reshape Competition – Digital-first brands are building billion-dollar businesses without stores and cutting traditional margins through vertical integration• Supply Chain Drives Differentiation – Smart sourcing has evolved from risk management into a competitive weapon that determines market share• Labor Becomes Strategic Advantage – Expert talent acquisition has moved from an HR challenge to a board-level priority• Cost Structures Must Transform – Store economics need a complete reset for the digital age with new revenue streams• Scale Changes Everything – Regional players must find ways to compete against national digital brands• Expertise Must Industrialize – Product knowledge can’t stay locked in individual experts’ heads and must scale digitally FIVE KEY TRANSFORMATION IMPERATIVES 1. Transform Product Authority into Customer ValueMove beyond product information to become engines of customer success. Build unified customer profiles, drive lifestyle-based merchandising, and turn knowledge into tangible value. 2. Make Every Interaction Immersive and InspirationalTurn every customer touchpoint into an experience that builds confidence through intelligent guidance, interactive confidence-building tools, and project-based personalization. 3. Turn Complex Categories into Simple ExperiencesTransform overwhelming product choices into guided journeys with real-time visibility, flexible fulfillment options, and predictive intelligence that anticipates customer needs. 4. Make Expertise Accessible EverywhereCreate seamless connections between self-service tools and expert guidance through unified product knowledge, expert handoffs between channels, and consistent service quality. 5. Build Operations that Enable Innovation at ScaleDevelop flexible foundations that turn market changes into opportunities with cloud innovation, automated category excellence, and rapid testing capabilities. THE PATH FORWARDLeading specialty retailers are rebuilding their businesses around five essential capabilities:• Expert Excellence at Scale• Community-Powered Growth• Unified Service Excellence• Value Through Intelligence• Precision Operations
Market Snapshot from SAP, NTT DATA & Incisiv In today’s rapidly evolving grocery landscape, winning retailers are turning disruption into competitive advantage. Our latest report, “Grocery’s New Imperatives: The Last (Mile) Wake-Up Call,” reveals how forward-thinking grocers are redefining convenience, building trust, and expanding their value proposition. The New Grocery Reality The grocery landscape faces unprecedented transformation:• Inflation has fundamentally changed shopping behaviors, making store-switching the new normal• Community engagement now drives traffic more effectively than traditional marketing• Fresh departments have become competitive flashpoints that define brand reputation• Private labels have evolved from budget alternatives to cult favorites driving loyalty• Value perception extends beyond price to meal solutions and digital savings tools• Quick commerce is reshaping expectations, with 30-minute delivery becoming the new standard Five Key Imperatives for Success Our research identifies five essential transformations that winning grocers must embrace: 1. Make Every Customer Interaction CountTransform from transaction processors to strategic merchandisers, using customer insights to drive assortment, space, and promotion decisions. 2. Turn Convenience Into LoyaltyConvert digital convenience into meaningful relationships by combining speed with personalized service across every touchpoint. 3. Master The Fresh Food Supply ChainTransform traditional supply chains into dynamic networks that prioritize freshness while balancing efficiency with local sourcing. 4. Make Every Store A Digital HubEvolve stores from single-channel sales points into multi-purpose hubs that orchestrate commerce, fulfillment, and services seamlessly. 5. Build Operations For Speed & FreshnessTransform operations from rigid processes into flexible systems that protect margins while delivering on speed and freshness promises. The Path ForwardThe future belongs to grocers who can orchestrate these capabilities into a seamless whole, transforming from traditional supermarkets into food and wellness destinations that turn shoppers into advocates and communities into competitive advantages.
This research was commissioned by Kenna Security. Kenna collected and provided the remediation dataset to the Cyentia Institute for independent analysis and drafting of this report. Kenna Security is a leader in predictive cyber risk. The Kenna Security Platform enables organizations to work crossfunctionally to determine and remediate cyber risks. Kenna leverages Cyber Risk Context Technology™ to track and predict real-world exploitations, focusing security teams on what matters most. Headquartered in San Francisco, Kenna counts among its customers many Fortune 100 companies, and serves nearly every major vertical. Find out more at www.kennasecurity.com. Download Now
