We work with more than a hundred different retailers each year and train thousands of retail store associates, managers, and DMs. One of the words that retailers are using now is “engagement”. The focus is clearly shifting, especially regarding customer experience, toward ways to more fully engage the customer. Clients are looking for skills and strategies as well as technology to have the customer interact in a way that adds value to their shopping experience. For some retailers, this requires a dramatic shift in skills associates and managers must have to respond and connect with customers. It challenges all of them to pay attention to cues and use skills to draw the customer into the conversation. It’s a problem we have been solving for years.