Knowledge Lead @ New Black B.V. | Technical Writer | Marketing & Culture Communication Specialist | Industry Analyst | AI Enthusiast Eager to Learn and Innovate
“You’ve got to start with the customer experience and work backwards to the technology.” Steve Jobs Apart from his brilliant handling of confrontation in this video, his people management insight, or the power of a cohesive larger vision, this line captures a timeless lesson for retailers in being adaptive to change. Take the challenge of unifying online and in-store shopping. The instinct is often to start with systems and integrations, right? But when you flip the perspective and ask: What should the customer experience look like? New clarity emerges: - A basket started online can be finished in-store without friction. - Returns feel effortless, no matter the channel. - Customers feel a sense of belonging to the brand and its community. So, define the experience first. Then let the technology follow. That’s the shift: Unified Commerce connects systems. Contextual Commerce creates experiences customers love. #ContextualCommerce #UnifiedCommerce #RetailTech #CustomerFirst
Strategist @ New Black BV | Next-Gen Software Development
2wAbsolutely spot on Omar! Your insight beautifully captures the essence of truly customer-centric retail innovation. Starting with the consumer experience is the fundamental mindset that drives meaningful, lasting change. Thanks for sharing this, it’s a powerful reminder that technology is an enabler, not the starting point.