The Online vs Offline Divide: The Gap Retailers Keep Ignoring

How do retailers deliver a consistent customer experience when shoppers move fluidly between online research and in-store decision-making? In this CX Today interview, Francesca Roche speaks with Daniel Todaro, CEO of Gekko Group, about the widening gap between digital information and shop-floor execution.Todaro argues the biggest disconnect is knowledge, including what customers can learn online versus what they can get from a trained advisor in store. He also explains why constant discounting can damage brand equity, how tech-first environments like digital mirrors and retail media can lift engagement while alienating some groups, and what “agentic AI” could unlock when physical and digital journeys finally match.For more Customer Experience tech news visit https://www.cxtoday.com