Rob Giglio

In the U.S., roughly 15.2% of total retail sales happen online, meaning about 84.8% still occur in physical stores Even though online is growing, most shopping still happens in person. That means physical retail (brick-and-mortar) remains crucial for many categories—especially those where the experience, inspection, immediacy, or physical interaction matters. The innovation in retail on-site experience - including the data and analytics engine at FeedbackNow - is driving some of the greatest innovation in the retail industry that we've seen in many years. #retail #cx

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The most successful brands aren’t just louder, they’re smarter. They connect through 1:1, personalized experiences that people actually want and that’s how they stand out. Customer insights, zero-party and first-party data, it all tells a story. One that helps brands show up where customers spend their time, at the right moment, with the message that matters most. Thread®'s Logan England and I recently joined Nova Safo on Marketplace Technology to talk about how AI is helping small businesses make every moment count. Give it a listen — and reach out if you want to keep the conversation going. https://lnkd.in/gC2ubcyy

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Smartphones reshaped customer expectations. Panasonic reshaped how they responded. As smartphone use exploded, so did the demand for fast, intuitive, web-based support. Panasonic clocked this shift. Their digital support ranking, once #1, had slipped to third. Not a crisis, but a clear signal. Customer satisfaction and brand strength were too important to leave unaddressed. That’s when they partnered with us at Domo, In Domo, Panasonic brought together support data from FAQs, call centers, and social channels into one real-time view. Suddenly, cross-functional teams could see the same insights, respond faster, and collaborate with clarity. Here’s what followed: 1 — Time back for teams They cut 180 hours of monthly manual data work.  2 — Digital self-service that worked FAQ engagement surged 30x higher than phone support. That shift reduced volume and improved satisfaction. 3 — Innovation with customer roots Social feedback became a core input for product planning. The result became new appliances that customers actually asked for, and a return to the top spot in digital support. Panasonic is reengineering how customer insight flows through the business. We’re thrilled to work with them.  Check out their story: https://lnkd.in/g2g2uqqv

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Generative search traffic to U.S. retail sites is up +4,700%. That’s not the death of brand loyalty, it’s the redistribution of it. Retail is entering a new era where discovery is driven by generative and agentic AI. The retailers pulling ahead right now are treating AI as a core capability shaping how customers find brands, how teams operate, and how loyalty is earned, shares Algolia's Nate Barad. Just as retailers once optimized for search engines, they must now optimize for AI engines that understand language, images, and intent — and decide what gets surfaced. The brands that win in 2026 will be the ones that use AI to create frictionless, intuitive, deeply personal experiences that strengthen loyalty rather than dilute it. Read Nate's full perspective in Retail Today's State of eCommerce Report: https://lnkd.in/eqGvSxAU

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I love conversations like the one I had with Joe Chernov! We examined the nature of the modern CMO role, how leaders need to think about strengths and weaknesses, and the reality behind the short tenure that often comes with the role. If you're a CMO, or aspire to become one, this is an episode of Insights Unlocked that you won't want to miss.

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By 2028, 60% of brands will use agentic AI to facilitate streamlined one-to-one interactions, according to Gartner, Inc, a business and technology insights company.

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Most B2B product marketers underestimate emotion as a differentiator. We fall into the trap of thinking emotion doesn’t influence rational decisions. But research shows that up to 95% of decisions are made subconsciously and emotion is the fastest way to influence those instinctive choices. In B2B, we actually have more room to make this work. The average purchase takes around 10 touchpoints, which means plenty of chances to move beyond product features and tell a compelling story about the value your product creates. I break this down further in my latest article on how emotion captures attention. Link below. https://lnkd.in/ehJDsp_k

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Retail media is booming but measurement is messy. In Forbes, Circana’s Cara Pratt outlined how independent, full-funnel tools can bring clarity to a $60B market. Learn how better data builds stronger ROI: https://bit.ly/3UWVHHP

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Bruce Shields from Carhartt joined us on the most recent episode of The Frictionless Experience podcast, and he gave Nick Paladino and me a masterclass in how data and design actually come together. Here are some of the biggest takeaways: - UX maturity is a spectrum. Carhartt started with “UX = design.” Today, it’s about testing, personalization, and optimization at scale. - Data before design. Wireframes now get modeled against revenue goals before a single creative decision is made. - Confirmation bias is real. Early testing was used to prove assumptions. The shift came when Carhartt reframed “failed” tests as wins that brought them closer to the truth. - Benchmarks change the game. Two years of homepage interaction data turned into predictive models that can forecast component performance. - The metric to watch. Conversion rate between category pages and product detail pages is one of the most reliable predictors of revenue. - Clicks aren’t the enemy. An extra click that gives users clarity is better than a shorter, confusing journey. - Segmentation matters. New customers and loyal repeat buyers need completely different experiences. - Culture counts. A low-ego, high-curiosity environment made it possible to embed testing and data into everyday decisions. Every one of these points could have been its own episode. Big thanks to Bruce for bringing so much depth (and for making me jealous of Carhartt’s framed jackets).

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If you couldn't make it to Las Vegas for #CES2026, ADWEEK just published the highlights from my conversation with Jenny Rooney. 👉 https://bit.ly/3NmAiai In the piece, we preview the AI Disruption Index, Moloco’s new research with Boston Consulting Group (BCG), which maps 15 industries into four strategic realities. When 75% of consumers believe LLMs help them find better deals than they can find on their own, AI isn’t just optimizing discovery. It’s replacing it entirely. With the AI Disruption Index, we wanted to give brands a clear, data driven way to understand their exposure to AI driven disruption, based on the strength of their customer relationships. Check out the article for the initial breakdown, but stay tuned for the deep dive when the full report releases on January 21st. #AIDisruptionIndex #MarketingStrategy

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Your total addressable market doesn't need to be large. It needs to be known. When you know exactly who your buyers are, every channel gets sharper.

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