Nordstrom Enhances Omnichannel Customer Service Experience

Nordstrom is refining its omnichannel service strategy, executives Fanya Chandler and Miguel Almeida said, blending in-store styling with digital personalization and AI-driven recommendations. The retailer, which reports 80 percent of in-store shoppers visit its website beforehand, is using stores as fulfillment hubs, expanding Nordstrom Local service spaces, and integrating stylist-curated apps to speed fulfillment and personalize experiences.