It’s good to see that so many professionals agree on the future of retail. Just recently we’ve travelled to the Retail Technology Show USA and summarized what we’ve seen there in a brief guide: According to the event speakers, phygital is definitely one of the trends (btw, RFID is mentioned too). This quirky term redefines the omni-channel experience where it’s physical stores, not ecommerce sites, that have to catch up with customer expectations in the digital era. Personally for me as a CRM consultant seeing the CRM technology at the core of this transformation is a matter of pride really – not so many retailers recognize how effective it is for customer experience management.