Glassbox CEO: "Brands must provide an extraordinary digital experience"

Jim Bassett, Head of Site Ops & Product Content at Sainsbury's Argos and Glassbox CEO Yaron Morgenstern joined Calcalist reporter Sophie Shulman at Calcalist and Leumi’s Mind the Tech Conference in London this week for a session entitled “A “Content-Driven Retail World: Understanding the Evolving Trends”.

"88% of online consumers will not return after a bad experience, so brands must provide extraordinary experiences," Morgenstern said. "We help the biggest brands in the world understand and improve digital customer experiences," he continued. "After the coronavirus, consumer expectations have increased. We all had to use digital channels and now we are more experienced and our expectations are more mature. Brands today are looking for information that will allow them to understand where consumers have difficulty, at which points they drop out and how it affects other aspects of their activity.

Jim Bassett represents Argos from the Sainsbury's group, one of the largest retail chains in the UK, which operates several brands in the grocery sector, including Argos, which was purchased by it for a billion pounds in 2016.

Bassett shared the dramatic change that Argos has undergone in recent years. "Six years ago we had a thousand-page catalog that was printed twice a year in 5 million copies and consumers bought through it," he said. "The transition to digital is not happening because consumers are becoming more technologically sophisticated, but because they want a convenient shopping experience. They want to receive added value such as rewards for loyalty, and they want easy and intuitive experiences.

Calcalist's annual Mind the Tech London conference focused this year on the changes experienced by the high-tech sector over the past year. The conference assessed how the shakeup in the markets affected the high-tech economy, reviewed the next trends in the world of technology, as well as which sectors took a leap forward and those that received an opportunity to reassess their course.

You can watch the full interview in the video above.