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Key takeaways from NRF Big Show 2022


Published on: February 24, 2022

Updated: September 8, 2023


We had a blast at NRF’s Big Show 2022. We met new people, reconnected with our network and lit up Times Square with our very own parcelLab billboard. And of course, we heard exciting, fresh ideas from expert speakers. In this guide, we round up our team’s key takeaways from the event. To continue the conversation, we’re sharing some content related to the sessions we attended.

Our NRF Big Show takeaways

NRF 2022 Session:

The Visionary 2022: A conversation with Target CEO Brian Cornell

  • Listening to your customers and keeping them at the heart of what you do will be critically important for success in 2022.
  • Brands must continue to grow with their customers. To win loyalty, customer expectations must be met.
  • All brands are keen to stay engaged to their customers for longer. It’s clear this will be a priority for brands.

If you liked that, you’ll love this! Read from our CEO, Tobias Buxhoidt, why Operations Experience Management brings people and brands closer


NRF 2022 Session:

Balancing growth and a customer-centric culture: A conversation with Chewy CEO, Sumit Singh

  • To balance growth with customer retention, Chewy makes end-to-end customer experience their priority.
  • At Chewy, every decision is made with the customer in mind. In this way, the team feels they are able to preempt customer challenges and and stay ahead of the competition.
  • Everyone at Chewy thinks of themselves as the Chief Customer Care Officer.

NRF 2022 Session:

Scaling sustainable brands: What it takes for sustainable-led brands to win with consumers

  • The biggest takeaway I got from this session is that you don’t have to compromise your performance for sustainability.
  • Brands should enable their customers to make more sustainable choices by adapting their product offering.
  • Personalized, sustainable customer experiences make people feel positively connected to the brands they buy from.

NRF 2022 Session:

Power Hour: Leadership lessons on ruling retail with CEOs from WW International, Stitch Fix and Old Navy

  • In 2022, brands should rethink what an inclusive shopping experience is. What else can you be doing to diversify?
  • Inclusivity should be a foundational part of any brand’s growth strategy. Accessibility should be a focus for all brands.
  • Customers have more confidence in brands where they are represented and supported via their messaging and branding.

NRF 2022 Session:

Unlocking the last mile: Delighting customers, driving performance

  • 1 out of 3 consumers will stop doing business with a brand if they have a bad delivery experience.
  • Customers remember their last mile experience and use it as a differentiator for brands.
  • Within the next 3 years, we could see 99% of retailers offering fast (same day) delivery

NRF 2022 Session:

Earning customer loyalty: A fresh take from Albertsons CEO Vivek Sankaran

  • More brands should be prioritizing the experience they deliver after checkout to drive long-term loyalty.
  • Shopping should be an experience, not a chore. Think outside the box when it comes to your customer experience.
  • Providing customers with choice is as important in 2022 as it ever has been. As Vivek Sankaran said: “Our best customers are the ones shopping in-store and using digital options.”

Join the conversation

We can’t wait to put what we learned at NRF’s Big Show into play in 2022. We are excited to share more about our experience at the event – so stay tuned! To be the first to hear about the events our team is hosting and attending this year, checkout our Events page. Take a look at some great examples of outstanding post-checkout emails from our customers.

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