scalability

Our theme at CTIA this year was "Energizing Retail End to End," and this means connecting virtual (online and mobile) and physical (in-store) retail channels, and managing these channels from the back-of-house operations (RQ4) to the front-of-house customer experience (XQ).

The central hub for all of these retail experiences is the physical store itself.

93% of In-Store App Users Make Purchases at Physical Stores

A few months ago, I sat down and interviewed Mark Butler and Tony Saraceni, the president and vice president of AT&T Product Center, one of our RQ4 clients based in Long Island, N.Y.

We had a good conversation about lessons they've learned in running their wireless retail business, not to mention the 20-plus years they've worked in retail.