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Three Dots

Insights, stories and advice from the Heyday chatterboxes.

Virtual Clienteling: How Luxury Retailers are Fostering Life-Long Customers With Personalized Service

AI and chatbots are helping ecommerce brands offer white-glove service at scale online.

The Problem With Live Chat That Vendors Don’t Talk About

Chatting with shoppers one-to-one via live chat has an undeniable allure, but there’s a problem that nobody is talking about: on its own, live chat it isn’t scalable.

Why do Shoppers use Virtual Assistants? We Analyzed Over 1,000,000 Conversations to Find Out

This article is part of Heyday’s Intel series, where I publish findings from our research around conversational commerce. We analyze how shoppers use conversational AI and how merchants can better leverage conversations, whether automated or human, to increase sales and customer satisfaction. Follow me for more research.

Distance Selling: What’s Next for Retail Sales Associates?

With consumers approaching shopping with a digital-first mindset from the outset of the pandemic, the role of a retail sales associate is changing. I set out to explore perhaps one of the most enduring retail transformations of 2020: the emergence of the virtual sales associate.

Designing for Dopamine: What Can Ecommerce Merchants Learn From Video Games?

In this post, I’ll cover game design techniques that I learned while leading the development of games like Assassin’s Creed and Far Cry that you can use to gamify your online shopping experience and make customers feel good about shopping with your brand.
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