Lovesac's modular thinking on retail CX - Chad Best, SVP of Customer Experience, furnishes us with the strategy

That’s a sentiment from Chad Best, SVP of Customer Experience and Operations at US furniture retailer Lovesac, that few would be able to argue with in 2025 as the hype cycle rages on. The question for organizations everywhere is how and when to leverage it and how to make sure that it’s not disruptive if and when you do.

Best, it appears, is not about to be swayed by the silver bullet claims made for the tech as he told a recent discussion on elevating retail experience, hosted by Salesforce:

One of the biggest pieces of advice that I've learned over the years is not to purchase technology for technology's sake, but to really understand what's the problem that you're trying to solve for. But not just the problem today - what are the challenges that you think you'll have as you continue to ...