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7 Best AI Answering Services for Consistent Caller Experience (2025)

A few quarters ago, I was consulting for a legal services firm that couldn’t figure out why inbound lead volume was solid, but new consultations were stalling.

The culprit wasn’t the marketing or the pitch. It was the missed calls. Their in-house team was swamped, and their outsourced receptionist service only covered business hours. Voicemails went unanswered until the next morning, if at all. By then, prospects had moved on.

That kind of leakage isn’t just frustrating, it’s super expensive. Especially when you’re in a market where fast response is the difference between earning trust and losing it.

That’s why I started digging deep into AI answering services. Not glorified phone trees, but tools that can listen, qualify, schedule, and sync with your stack. The goal isn’t to replace your front desk, it’s to make sure every call gets handled like it matters. Because it does.

In a Rush? Start With These 3 AI Reception Tools

1.   Rosie AI: Best for Human-Sounding AI Reception

  • Converts leads, not just logs them
    • Syncs with calendars and CRMs
    • Designed for growing teams

2.   Conversica: Best for Automated Appointment Booking

  • AI follow-up via voice and email
    • Multi-channel lead handling
    • Calendar and CRM sync

3.   PlayAI: Best for Voice Customization

  • Realistic multilingual voice cloning
    • Developer control via API
    • Custom-brand voice assistants

I’ve got detailed reviews on each after this section. But before that..

Choosing the Best AI Call Handling Service for Your Team

1. Know If You Need Coverage or Conversion

Some tools are great at answering every call. Others are built to capture leads that can close. Before you compare features, get clear on your goal. Are you trying to reduce missed calls or drive revenue from them?

2. Evaluate Voice Quality, Not Just Voice Presence

A bad AI voice does more harm than good. Callers can spot robotic phrasing or strange replies in seconds. Try to find a tool that sounds like real human to YOU and give it a real test run. What happens if you interrupt it? Run it through like a real call and do it yourself.

You only get one chance to sound competent, make sure your AI doesn’t undermine that first impression.

3. How Does It Fit in Your Business?

If your AI receptionist doesn’t work with your existing tools (i.e. CRM or calendar) in terms of integrations, you’ll just end up with more admin work. If your business runs on Pipedrive, the tool better work with that.

4. Make Sure There’s a Fallback Plan

Even the best AI gets things wrong. For complex calls or high-stakes conversations, hybrid options or escalation protocols can save you from client issues. 

Whether it’s a live agent handoff or a priority alert, there needs to be a plan when AI reaches its limit. A plan B stops you from losing clients.

Ranked and Reviewed: 7 Best AI Answering Services

1. Rosie AI: Best for Human-Sounding AI Reception

  • Founded: 2024
  • Headquarters: Remote

Why Rosie AI is the best AI answering service:
Rosie AI transforms AI phone answering into a natural, branded customer experience. Its voice engine delivers the pacing, tone, and responsiveness of a trained receptionist, not a bot reading a script.

Rosie AI isn’t just reactive; it engages. Calls are triaged in real time, appointments get booked without manual intervention, and every conversation is logged into tools like HubSpot, Salesforce, or Google Calendar with zero friction. 

Teams can customize logic based on caller type, urgency, or campaign source. Turning what used to be missed calls into a qualified pipeline.

It’s especially well-suited for small to midsize businesses that run lean and need responsiveness without complexity. If your team needs a front-desk presence without staffing one, Rosie AI delivers that gapless coverage without adding overhead.

2. Conversica: Best for Automated Appointment Booking

  • Founded: 2007
  • Headquarters: San Mateo, CA

Conversica’s AI assistant was built to turn incoming leads into actual booked meetings with no involvement from your team. It handles voice, email, as well as SMS. It’ll basically work with their availability until a meeting is booked.

Originally built for sales teams, Conversica has expanded into a broader solution for any business where speed-to-lead makes a difference. Its AI assistants don’t just pick up the phone. 

3. PlayAI: Best for Voice Customization

  • Founded: 2019
  • Headquarters: Palo Alto, CA

PlayAI gives businesses full control over how their brand sounds on the phone. With realistic voice cloning and support for over 30 languages, it’s ideal for companies that need to sound distinct, multilingual, or deeply aligned with their customer tone.

Unlike turnkey reception tools, PlayAI is built for developers and technical teams who want to embed custom voice agents into broader workflows. Whether you’re building a multilingual front desk, a branded concierge, or a niche virtual assistant, PlayAI offers the tooling to design voice logic, control behavior, and deploy across platforms.

4. Air AI: Best for End-to-End Lead Conversion

  • Founded: 2023
  • Headquarters: Miami, FL

Air AI was meant to handle long, complex calls where a lot of back and forth. This means handling interruptions is important as well as integrations with things like your calendar.

This makes Air AI a great fit for industries like real estate, healthcare, or various services. If closing a deal takes more than just picking up the phone, it’ll shine. It works well with complex scripts, can do follow-ups, and update your CRM automatically.

If your business relies on high-quality lead handling but doesn’t want to staff a call center, Air AI offers a scalable, AI-native solution that can carry the conversation all the way to conversion.

5. Simple Phones: Best for Fast Agent Deployment

  • Founded: 2023
  • Headquarters: New York, NY

Simple Phones lets you build and launch a trained voice agent in minutes, no dev team required. Using plain-language prompts, you can customize how the AI answers, what it says, and how it responds based on your specific business needs.

It’s particularly useful for startups, solopreneurs, and agencies managing multiple brands. You can spin up dedicated agents for different phone lines, each with their own style, logic, and CRM integrations. It handles FAQs, books appointments, and routes messages with minimal setup.

For businesses that need to get live with AI answering quickly (without sacrificing branding or functionality), Simple Phones delivers simplicity without limitation.

6. Numa: Best for Multi-Channel Local Support

  • Founded: 2016
  • Headquarters: Oakland, CA

Numa is built for service-based businesses that juggle voice calls, texts, and web inquiries, often all at once. When a call goes unanswered, Numa captures the voicemail and automatically follows up via SMS, turning missed calls into active conversations.

It’s ideal for clinics, repair shops, salons, and retail locations where customers expect responsiveness but teams can’t always answer live. Numa connects voice and messaging in a single thread, integrates with web chat, and provides a simple dashboard for managing customer communications across channels.

For local businesses that want to stay responsive without staffing up, Numa offers an easy bridge between phone calls and real-time messaging.

7. Levity: Best for Intelligent Workflow Automation

  • Founded: 2019
  • Headquarters: Berlin, Germany

Levity doesn’t answer calls; it turns voice and message data into action. It uses AI models trained on your historical inputs to classify, tag, and route inquiries based on urgency, lead quality, or topic.

For teams with complex workflows, like distinguishing between sales, support, and billing calls, Levity acts as the backend logic that keeps operations moving. It integrates with Slack, CRMs, helpdesks, and email, triggering follow-ups or escalations automatically.

If you already have a basic answering system in place and need something smarter behind the scenes, Levity gives you the automation layer that connects conversations to outcomes.

Make the First Impression That Closes the Deal

Calls aren’t just a communication channel. They’re often your first shot at trust. Whether it’s a new lead, a returning customer, or a high-stakes inquiry, how you handle those first few seconds can define the outcome.

The right AI answering service doesn’t just stop you from missing calls, it makes or breaks you in front of your client. 

For fast-moving teams, tools like Rosie AI offer seamless intake and booking without the overhead. 

For technical teams, PlayAI and Levity offer deep customization and logic. And if you need end-to-end conversion or hybrid workflows, platforms like Air AI and Conversica fill in the gaps.

Whatever your size or model, this much is true, every call is a chance to move the business forward. With the right AI answering setup in place, you’re not just catching calls, you’re gaining momentum.

How Herd is Redefining Customer Engagement in Modern Retail

Consumer loyalty isn’t as easy to maintain as it was before, with social algorithms dictating visibility, and most startups are still chasing clicks. But Herd, a fast-growing collective of consumer brands, is building something far more durable: community-driven commerce. 

With over $10 million in revenue in its first year (and zero outside funding), Herd is a rare example of what happens when strategic innovation meets emotional intelligence. Ajar Rajbhandary, a first-generation Nepali entrepreneur and the CEO of Herd, has a vision of the future that isn’t just about selling products. It’s about belonging. 

The founder behind the movement

Raibhandry’s story is one of bootstrapped brilliance. While other e-commerce startups burn through investor capital in pursuit of scale, he’s focused on building sustainable systems powered by proprietary data and lean operations. In just 12 months, Herd has launched multiple breakout brands across consumer goods and tech, gaining shelf space on Amazon, Walmart, and Target. 

But this isn’t just about rapid expansion. It’s about transforming the way brands earn trust.

“The brands that win are the ones that make people feel like they’re part of something bigger,” says Rajbhandary. “That’s what Herd is about.”

Why Herd isn’t just another DTC company

Despite its e-commerce DNA, Herd avoids the direct-to-consumer clichés. The company isn’t obsessing over vanity metrics or optimizing every pixel of a funnel. Instead, Herd is betting on storytelling, authenticity, and tech-enabled brand incubation to drive lasting value. 

From functional wellness products to smart tech accessories, each brand under the Herd umbrella is treated like a mini-community with its own culture and voice. What ties them together is a shared infrastructure: real-time consumer insights, fast product iteration, and a loyal audience base that doesn’t just buy — they belong. 

Herd uses AI tools and proprietary data models to scan social signals, market gaps, and behavioral trends. Turning ideas into products that don’t just sell but spread. That’s a sharp contrast to the saturated, paid advertising many startups rely on. 

The shift from transactional to experiential retail

Consumer behavior is changing. Fast. 

People no longer want to be sold to. They want to be seen, understood, and included. Rajbhandary recognized early on that retail is undergoing a seismic shift from transactional to experiential. That means customer experience doesn’t stop at checkout but begins there. 

Herd taps into this by creating digital and social ecosystems around each product. Community is not an afterthought; it’s the strategy. Whether it’s exclusive Facebook groups, behind-the-scenes content, or first-access product drops, Herd builds consumer engagement into the business model. 

“People want brands that reflect their values and invite them to participate,” says Rajbhandary. “We think of Herd as a cultural brand incubator, not just a product company.”

Why retail collectives work

Herd is part of a rising trend of retail collectives that emphasize cooperation over competition. By bundling multiple micro-brands under one parent company, Herd leverages economies of scale without sacrificing the individual identity of each product line. 

The psychology of this model taps into a more profound consumer need: a sense of belonging. Today’s customers want more than functionality; they want to align with the why behind what they buy. 

Herd’s collective structure allows each brand to speak directly to a niche audience, while the parent company provides operational support, data insights, and creative direction. It’s not unlike how successful music labels operate — different artists with different voices, unified by a shared vision and infrastructure. 

What’s next for Herd?

With momentum on its side and no investors to answer to, Herd has the freedom to move fast and move with purpose. Plans are already underway to expand into physical retail, not by chasing shelf space for exposure, but by curating spaces where community and commerce meet. 

“The next step isn’t just about launching new products,” Rajbhandary. “It’s about creating places (digital and physical) where people want to gather.”

That might seem like immersive pop-ups, strategic retail partnerships, or live brand experiences, but one thing is clear: Herd is not slowing down. And with each new launch, it’s rewriting the rules of modern brand building. 

Herd’s approach to growth: Rooted in real life

What makes Herd especially compelling in today’s startup landscape is that it was built with no safety net. No VC backing. No room for waste. Every move had to count.

That pressure has shaped a lean, adaptive company culture where every decision is grounded in real-world consumer behavior, rather than relying solely on spreadsheets or forecasts. It’s a sharp contrast to the bloated, brand-first, product-second approach that’s tanked so many millennial startups.

By focusing on community-first growth, Rajbhandary is showing what the future of retail could look like: personal, participatory, and proudly unconventional.

Herd isn’t chasing unicorn status. It’s building something deeper. In an era where trust is scarce and attention is expensive, brands that foster authentic connection are the ones that last. 

By rethinking how products are launched, communities are nurtured, and stories are told, Herd is proving that retail isn’t dead; it’s just evolving. And if Rajbhandary has anything to say about it, it’s evolving into something much more human.

Why Retailers Are Spending on Instagram Likes This Holiday Season

Retailers intensify their initiatives swiftly as the holiday season approaches, rapidly enhancing their online presence through energetic digital marketing strategies. A noticeable increase in expenditure on Instagram likes has emerged recently among marketers eager for online recognition and popularity.

Retailers understand that customers often trust brands that seem highly popular while rapidly browsing numerous seemingly festive offers. Likes act as immediate signals of credibility that rapidly affect the subconscious buying choices of consumers in various online shopping settings. Retailers leverage these behavioral trends by significantly investing in acquiring likes to enhance the initial impressions created by their daily social media posts.

Gain Visibility

The algorithm of Instagram strongly emphasizes user interaction with posts and promotes content that generates significant engagement and extensive comment discussions. Retailers intentionally utilize Stormlikes to enhance their relatively hidden online visibility.

Being visible to a large audience can significantly influence the difference between exceeding sales goals and failing badly amidst the holiday rush. Viral holiday campaigns result from ripple effects that naturally enhance awareness and drive sales via brand discovery.

• Instagram favors posts that receive quick and immediate interaction.

• Increased visibility enhances opportunities for organic growth.

• Achieving viral reach is simpler when starting with a boost from likes.

Creating Festive Urgency through Popularity Metrics

The psychology of urgency significantly boosts sales during holiday periods and has become especially effective as a marketing strategy today. Retailers capitalize on it by displaying trending products with unusually high like counts on multiple social media platforms every day.

Consumers instinctively view posts with countless likes as an implicit indication that others are buying, and they might miss out. Likes can quickly distort the perception of scarcity in the online world. Retailers familiar with this tactic are utilizing it extensively in holiday promotions to significantly enhance conversion rates.

• High-like posts amplify FOMO.

• The perception of scarcity accelerates conversions.

• Customers tend to make impulse purchases of holiday products.

• Emotional triggers are intense during festive shopping.

Boosting Credibility for Sponsored Collaborations

Retailers frequently partner with social media influencers significantly during holidays and enhance brand messaging across multiple channels. A sponsored post receiving few likes might appear quite ineffective or dubious, even with the influencer’s large audience.

Brands often spend significant amounts to boost like counts on collaborative posts, creating an illusion of enormous success. It makes the partnership appear very genuine and persuades users that the advertised product has truly achieved significant popularity. This approach is crucial during the gift shopping period when shoppers are inundated daily with an overwhelming number of unnecessary choices.

• A rise in likes enhances the perceived effectiveness of influencer campaigns.

• Minimal engagement can harm brand credibility.

• The popularity of posts increases the trustworthiness of influencers.

• Engagements bolster the return on investment of sponsored partnerships.

Enhancing Ad Retargeting Performance with Engaged Posts

Retailers are not only using online platforms for organic traffic; they are also significantly enhancing paid advertising campaigns with them today. Posts with a high number of likes tend to excel in retargeting strategies primarily due to built-in social proof.

Likes from Stormlikes significantly enhance ad optimization by improving the relevance score on Instagram’s advertising platform quite effectively today. Purchasing likes turns into a clever financial strategy during prime advertising times around the Christmas and New Year’s celebrations.

• Ads with likes achieve better results in retargeting efforts.

• Increased likes enhance ad relevance score, reducing CPC.

• Retailers achieve more effective ad spending with pre-approved posts.

Influencing Holiday Gifting Decisions with Aesthetic and Popular Content

Retailers depend significantly on visually engaging content on Instagram to attract customers during holiday periods using image-focused marketing tactics. Visually striking uploads alone aren’t sufficient anymore; users now desire graphics that represent viral status instantly. Likes act as a distinctive measure in today’s context.

Currently popular gifts shine vividly on their displays alongside styles quickly gaining popularity and purchases that others plan to make shortly. Retailers now rely significantly on likes to enhance product visibility through various rather obscure discovery routes.

• Enjoys assisting in selecting visually appealing gift suggestions.

• Visual attraction + engagement = successful content equation.

• Popular products are viewed by users as superior choices for gifts.

• Likes enhance visibility in gift search tags.

• Retailers affect purchasing intent via visual interaction.

Supporting Flash Sales and Limited-Time Offers

Flash sales represent a significant aspect of marketing tactics used actively during holidays and various festive periods across the country. Retailers launch temporary promotions on Black Friday and Christmas Eve, requiring quick responses from deal-seeking shoppers promptly.

Retailers generously invest in acquiring likes to guarantee that posts rapidly gain popularity and connect with countless users within just hours. The quicker a flash sale post garners likes, the more rapidly it spreads aggressively through user networks via Instagram’s recommendation system. Retailers consider Instagram likes essential during the holiday surge, leading to significant investments.

• To succeed, flash sales require instant visibility.

• Likes offer immediate engagement for posts with a limited duration.

• Instagram emphasizes content that engages quickly.

• Preferences broaden influence during essential sales periods.

• Investing in likes enhances return on investment for quick campaigns.

Navigating a Highly Competitive Holiday Marketing Landscape

Digital marketplaces become extremely competitive during the holiday season. Brands of all sizes are rapidly creating content ads and marketing campaigns for a significant portion of holiday sales.

Retailers distinctly shine in a crowd of comparable promotions by quickly attracting an extraordinary number of likes online. Retailers aware of these nuances are skillfully using paid likes to gain an advantage and excel in specific product categories amid the shopping rush.

• Holiday periods intensify rivalry on Instagram.

• Likes give an advantage in saturated feeds.

• Increased likes = increased visibility = higher likelihood of sales.

• Retailers leverage likes to surpass competitors in comparable markets.

• Preference in decision-making is influenced by popularity.

Retailers are thoughtfully investing in Instagram likes, focusing on boosting engagement and strategically driving conversions today. Each like can widely contribute and attract attention in crowded feeds, while fostering lasting trust with customers and enhancing advertising performance. The holiday season represents an essential sales opportunity, and companies are desperately competing for visibility, trust, and recall throughout the entire year.

Social proof continues to dominate consumer behavior, and investing in likes remains incredibly relevant and almost vitally essential in today’s landscape. Retailers eager to leverage every click and sale this holiday season see likes as valuable marketing tools rather than mere vanity metrics.

Kelowna’s Live Next Level Brings Professional Window Cleaning to New Heights

When clean lines, crystal-clear windows, and the gleam of freshly washed siding make as much of a statement as the architecture itself, you know you’ve hit on something more than just sprucing up. In Kelowna, Live Next Level is setting a new benchmark in residential and commercial curb-appeal services — and it’s not just about appearances.

A Clean Vision

Founded to bring simplicity, quality, and professionalism to exterior home care, Live Next Level offers a full suite of services: window cleaning, gutter cleaning, house washing, pressure washing, and moss removal. What sets them apart isn’t just what they do, but how they do it. Every job is backed by a promise of reliability, friendly service, and visible results. 

Operating throughout Kelowna and extending into Lake Country, the company supports both homeowners and commercial or strata clients who want their properties looking their best year-round.

What Makes Live Next Level Stand Out

  1. Customer-centric Approach
    From fast, accurate quoting to responsive scheduling, the process is designed to be simple and stress-free. Their tagline, “Simple, easy, convenient,” isn’t just marketing — it’s the backbone of how they work.
  2. Quality & Trust
    With liability and workers’ compensation coverage in place, and a team that uses professional-grade tools and products, customers can expect safe, consistent, and polished results every time.
  3. Reputation & Word of Mouth
    With over 470 verified reviews, many highlight the team’s punctuality, efficiency, and fair pricing. As one client shared: “What a pleasure to deal with. Fair price, on time, fast and efficient.”
  4. Lifestyle Fit
    Life in the Okanagan comes with its own maintenance challenges — moss on roofs, clogged gutters, or dusty siding that makes cleaning a year-round necessity. Live Next Level’s services free up homeowners to spend their weekends enjoying the lake, vineyards, or trails, rather than climbing ladders.

The Local Market

The Okanagan’s growing real estate and lifestyle-driven community means more demand for property upkeep. Beyond aesthetics, these services play an important role in protecting property value, preventing long-term damage, and ensuring commercial or strata buildings maintain a professional image.

Looking Ahead

Seasonal spikes in demand will always be part of the industry, but Live Next Level’s strong reputation and comprehensive service menu put them in a good position to expand and grow. As Kelowna continues to develop and attract newcomers, reliable businesses like Live Next Level help keep the city’s homes and commercial spaces looking every bit as polished as the scenery around them.

Getting started with Live Next Level is simple, easy, and convenient — just like their service promise. Whether you’re a homeowner looking to brighten your windows, a strata manager needing reliable upkeep, or a business owner wanting to make a professional impression, the team is ready to help.

📞 Call today: (778) 767-4555
📍 Head Office: 4-3306 Appaloosa Rd., Kelowna, BC

For a closer look at the full range of services, seasonal specials, and customer reviews, head over to their website: Live Next Level

Their friendly staff can provide fast, accurate quotes and get you scheduled quickly, so your property can look its absolute best without the hassle.

Canadian Retail News From Around The Web For September 25, 2025

Canadian Retail News From Around The Web

News at a Glance

Retail Insider is streamlining its Canadian retail news from around the web to include a handful of top news stories that can be viewed quickly during the day. Here are the top stories from the past 24 hours.

Canada’s 2nd Largest Cannabis Retailer High Tide Hits 210 Stores with Strategic Urban Expansion (Stock Titan)

Tre’dish “rewrites rules of grocery” with new price comparison app feature (Grocery Business)

Healthy Planet, Longo’s earn top retail honours at health food show (Grocery Business)

B.C. public service workers’ pickets expand to provincial liquor stores (CBC)

Possible medieval artifacts found in B.C. thrift store, donated for study (The Canadian Press)

Buzzing with excitement: New Gees Bees location (CTV Ottawa)

Longtime local fish and chips shop adding new Vancouver restaurant location (VIA)

eTail Toronto 2025: The Premier Ecommerce & Omnichannel Retail Event in Canada

eTail Toronto 2025

Ready to transform your retail strategy? Join industry leaders at eTail Toronto 2025, taking place October 7–8, 2025, at the Hyatt Regency in downtown Toronto. This must-attend event brings together the brightest minds in ecommerce, digital marketing, and omnichannel retail for two days of actionable insights, networking, and cutting-edge innovation.

[Register Here]

Why Attend?

Exclusive Insights from Top Retail Innovators

Gain practical strategies from over 65 senior-level speakers representing leading Canadian and North American retailers. Learn proven tactics in ecommerce, customer experience, and digital marketing that you can immediately apply to your business.

Actionable Sessions & Real-World Solutions

From high-level keynotes to focused panels, every session is designed to deliver insights that matter. Discover how top brands are optimizing omnichannel strategies, leveraging AI, and building customer loyalty.

Unmatched Networking Opportunities

Connect with 500+ retail executives, CMOs, Heads of Ecommerce, CX leaders, and technology innovators. Schedule one-on-one meetings, join interactive roundtables, and build partnerships that will help your business thrive.

Cutting-Edge Technology & Solution Providers

Explore the latest tools and technologies from leading sponsors and exhibitors in the retail innovation space.

Event Specifics at a Glance

  • Event Name: eTail Toronto 2025

  • Dates: October 7–8, 2025

  • Location: Hyatt Regency Toronto, 370 King St. W. 

  • Audience: 500–600+ attendees including retail leaders, brand marketing, and digital commerce professionals

  • Format: Interactive keynotes, workshops, Q&A panel debates, and curated networking sessions

Who Should Attend?

  • Retail Executives: CEOs, CMOs, CDOs, Heads of Ecommerce and Omnichannel

  • Marketing Leaders: Digital marketing, performance marketing, and brand strategy teams

  • Customer Experience Professionals: Leaders shaping CX strategy across retail channels

  • Solution Providers: Technology vendors, platforms, and service providers looking to connect with decision-makers

Benefits of Attending

  • Gain actionable insights from leading brands across multiple retail verticals

  • Network with senior decision-makers in an intimate setting designed for meaningful connections

  • Access innovative solutions and technologies that will drive your business forward

  • Stay ahead of industry trends and future-proof your retail strategy

Secure Your Spot Today

Dates: October 7–8, 2025


Location: Hyatt Regency Toronto, 370 King Street West

Visit etailcanada.wbresearch.com for registration details, pricing, and early-bird discounts.

[Register Here]

Buffalo David Bitton Launches New Retail Concept in Canada

Buffalo David Bitton storefront rendering at Vaughan Mills. Image: LODA Design

Buffalo David Bitton is making a renewed push into the Canadian retail market, launching a new store concept aimed at reconnecting with a loyal customer base while introducing the brand to a new generation of denim shoppers. Under the stewardship of licensee Centric Brands, the first location opened several weeks ago at Toronto Premium Outlets in Halton Hills, followed by an upcoming September opening at Vaughan Mills north of Toronto.

The expansion is being executed in partnership with Toronto-based J2 Retail Management, which is providing retail operations support, visual merchandising, and store setup expertise.

“We want to walk before we run,” said Brent Unger, President of the Lifestyle Division at Centric Brands. “We’re reconnecting with the consumer who has been with us for so long, and once we feel that connection point is strong, we can start to scale and amplify the brand’s presence in Canada.”

Brent Unger, President of the Lifestyle Division at Centric Brands

A Strategic Return to Direct-to-Consumer Retail

Buffalo David Bitton has long been a prominent name in Canadian denim. Founded in France in 1972 and later establishing a strong foothold in Montreal, the brand built a reputation for stylish, well-fitting denim with European flair and North American accessibility.

For years, the brand was heavily distributed through major retailers, including Hudson’s Bay, where Buffalo achieved significant market share. In menswear, it ranked as the department store’s number two denim brand, while in womenswear it climbed into the top seven brands by sales.

With the changing retail landscape, and the decline of many multi-brand mall denim retailers such as Jean Machine, Bootlegger, and Below the Belt, Buffalo Jeans sees opportunity in controlling its own retail destiny.

“We wanted to be in control of our destiny,” Unger explained. “Some wholesale partners are constrained on space and risk tolerance. By opening our own stores, we can offer a broader assortment and create an experience that fully represents the brand.”

Buffalo David Bitton store interior rendering at Vaughan Mills. Image: LODA Design

Why Outlet Centres Are the Starting Point

The choice to debut the new Buffalo concept in outlet centres is deliberate. The Toronto Premium Outlets store blends value-driven assortments with a hybrid of outlet and mainline product, offering both men’s and women’s collections.

According to Unger, this approach allows the brand to test customer response without the financial pressures of premium full-price mall rents, which he describes as a challenge for Buffalo’s target price point of $100–$125 for denim.

“If we were selling $225 premium jeans, maybe those rents would make sense,” said Unger. “But we know who we are, and we want to offer great value to our customer without being priced out of the best locations.”

The Vaughan Mills store will differ from the first, with a larger investment in creating an immersive brand experience. “Toronto Premium Outlets was about letting the product stand on its own,” said Unger. “At Vaughan Mills, we’re building more of a brand story, what Buffalo stands for and where it’s going.”

Buffalo David Bitton store interior at Vaughan Mills. Image: J2 Retail Management

Product Evolution: Modernizing the Brand While Honouring Its Roots

Buffalo’s new retail direction coincides with an evolution in its product offering. The brand is moving from the minimalist styles popular during the pandemic to a more expressive, fashion-forward approach, while retaining its core commitment to fit, fabric, and wash.

“We’ve modernized our aesthetics,” said Unger. “Fits that were popular 15 years ago, like looser and wider men’s jeans or barrel-leg women’s jeans, are coming back in updated forms. We’re balancing trend relevance with our most commercially viable fits.”

Beyond denim, the new stores will showcase Buffalo’s growing range of apparel and accessories, including knitwear, dresses, footwear, sunglasses, and winter accessories. This broader assortment reflects a vision to become more of a full lifestyle brand.

Buffalo David Bitton store interior rendering at Vaughan Mills. Image: LODA Design

National Expansion Plans — But with a Measured Pace

While the initial rollout is focused on Ontario, Centric Brands has a roadmap for expanding Buffalo nationwide over the next three to five years. The plan calls for strategically placed stores in suburban centres across Canada, but Unger emphasizes that the timing will depend on getting the retail experience right.

“We have one chance to make the right impression,” he said. “We believe there’s a big void for our product in Canada, and the relationship with our customers has been there for 50 years. We want to tap into that, but we’ll do it in a way that ensures long-term success.”

Tariff changes, shifts in Canadian retail real estate, and the exit of certain competitors have affected the pace of expansion. Nonetheless, Centric remains confident in Buffalo Jeans’ potential to grow its direct-to-consumer presence.

Buffalo David Bitton store interior at Vaughan Mills. Image: J2 Retail Management

The Role of J2 Retail Management

J2 Retail Management’s involvement is central to the rollout’s execution. Founded in Toronto in 2012 by Jodie Wolfe and Brian Le Saux, J2 specializes in turnkey retail services for apparel and lifestyle brands, including logistics, merchandising, store setup, and staffing.

“We could try to build all the retail muscle ourselves, but why not work with experts?” said Unger. “J2 brings the operational intelligence we need to bridge the gap between making great product and delivering great retail experiences.”

J2’s track record includes working with major global brands on Canadian and US retail launches, providing both the creative and operational backbone for successful openings.

Buffalo David Bitton store interior rendering at Vaughan Mills. Image: LODA Design

Centric Brands’ Wider Portfolio in Canada

Buffalo David Bitton is part of Centric Brands’ lifestyle division, which also manages several other major apparel licenses in Canada. These include Loft, IZOD, Dockers, Caterpillar workwear, Merrell, and the recently signed Esprit.

While Buffalo is the current retail focus, Unger noted that the company’s broader brand portfolio offers other candidates for future direct-to-consumer expansion in Canada.

Heritage Meets the Next 50 Years

Buffalo’s retail revival is built on five decades of brand heritage, a loyal Canadian customer base, and a clear-eyed understanding of its market position. The expansion comes at a time when many apparel brands are rethinking their retail strategies to better connect with consumers directly.

“We’re doubling down on what we want Buffalo to look like in our next three-year plan,” said Unger. “We’re reimagining our denim and our customer experience. We have 50 years of heritage to build on, and we’re modernizing for the next 50.”

More from Retail Insider:

Roots Opens New Vancouver Flagship on Robson Street

Roots flagship store on Robson St. in downtown Vancouver. Photo: Brandon Artis

Roots has officially opened its new flagship store on the corner of Robson and Hornby Streets in downtown Vancouver, marking a renewed commitment to the city where the brand has maintained a retail presence for three decades. The new store at 929 Robson Street replaces Roots’ long-standing location at Robson and Burrard, a corner now occupied by Arc’teryx.

The move represents both continuity and evolution. While Roots has been part of the Robson Street retail landscape since the early 1990s, the new flagship introduces a bold, modern retail environment designed to resonate with both local shoppers and international visitors.

The new Roots Robson Street flagship blends contemporary retail design with nods to Vancouver’s natural surroundings. Inside, shoppers are greeted by layered textures, premium materials, and signature Roots design elements. A preserved moss wall and a moss beaver sculpture serve as focal points, paying tribute to the brand’s iconic logo and Canada’s natural environment.

One of the store’s most striking features is a lightbox ceiling installation showcasing a commissioned image of Stanley Park. The installation underscores the connection between Roots and Vancouver’s outdoor culture, while also serving as an immersive design element.

Digital technology plays a central role in the store. Holographic screens and large-format displays highlight current campaigns and storytelling elements, integrating the brand’s heritage with modern retail innovation.

Roots flagship store in downtown Vancouver. Photo: Brandon Artis

Exclusive Vancouver Collection

Unique to the new flagship is The Vancouver Collection, a curated assortment available only in this store. “We dedicated an entire wall to Vancouver product because we know this store attracts a mix of locals and visitors,” said Meghan Roach, President and CEO of Roots. “Tourists want something that feels distinct to the city, while Vancouverites appreciate the nod to their community.”

Meghan Roach

The store’s exclusivity aims to reinforce its role as a destination. Visitors seeking a keepsake tied to Vancouver will find products that reflect the city’s natural beauty and urban lifestyle.

Expansive Corner Presence

The new store occupies a significant corner footprint at Robson and Hornby, with large street-facing windows and multiple digital screens showcasing Roots’ seasonal campaigns. The location was formerly occupied by Peloton and an adjacent space previously leased to TWG Tea.

Roach noted that the new flagship is considerably larger than the old Robson and Burrard store. “It’s a huge space, almost half a block long, and we’ve been able to design it to feel open, light, and inviting,” she said. “The natural light from the corner windows makes a real difference.”

For Roots, the opening signals a broader commitment to reconnecting with its West Coast customer base. While the brand has hosted numerous activations in Ontario and Quebec, Vancouver remains a vital part of its national retail network.

“Roots has always had deep roots in Vancouver,” Roach explained. “This flagship is about reinvesting in the community, bringing in local partners, and celebrating the city’s unique culture.”

The store launch coincided with a community-focused opening event featuring Vancouver restaurants, cafés, and cultural partners. “We wanted this to feel like more than a store opening,” Roach added. “It was about building connections and celebrating what makes Vancouver special.”

Jeff Berkowitz of Aurora Realty Consultants represents Roots as broker in Canada, and negotiated the lease deal for the Robson Street store.

Roots flagship store in downtown Vancouver. Photo: Brandon Artis

Inside the Store Experience

Walking through the flagship, shoppers encounter a series of curated spaces designed to reflect different aspects of the Roots brand. The men’s section is divided from the rest of the store by the moss wall, while gender-free apparel is interwoven throughout. A wallpaper motif inspired by the outdoors adds texture, while light wood tones create a warm and inviting environment.

The fitting room area is enhanced by a digital wall projecting nature scenes, offering a calming and Instagram-friendly backdrop. “It’s about creating moments where customers feel immersed in the brand,” said Roach. “We want the store to feel both experiential and comfortable.”

Outside, the store frontage extends along both Robson and Hornby Streets, creating a dramatic presence in one of Vancouver’s busiest shopping districts. Large digital screens highlight the brand’s storytelling, while the moss wall continues outdoors, blurring the line between the city and the wilderness aesthetic that defines Roots.

Roots flagship store in downtown Vancouver. Photo: Brandon Artis

Roots’ Legacy on Robson Street

The relocation ends an era for Roots on Robson and Burrard, where the brand maintained a store for more than 30 years. That location became synonymous with Roots’ West Coast identity, attracting both loyal local shoppers and tourists from around the world.

The decision to move was prompted by the opportunity to secure a more expansive and high-profile corner. Arc’teryx now occupies the former Roots space, reinforcing Robson Street’s role as a hub for Canadian and international lifestyle brands.

“This move was about positioning Roots for the next 30 years in Vancouver,” said Roach. “Robson Street is one of Canada’s most important retail corridors, and we wanted a space that truly reflected the brand today.”

Roots on Robson Street in Vancouver (June 2021)
Former Roots at Robson and Burrard Streets in Vancouver (June 2021). Photo: Lee Rivett.

The Broader Roots Story

Founded in 1973 by Michael Budman and Don Green, Roots began as a maker of negative-heel footwear before expanding into apparel and leather goods. Its first store opened on Toronto’s Yonge Street, and the brand quickly grew into one of Canada’s most recognized lifestyle retailers.

The company’s beaver logo, introduced in 1985, remains a hallmark of Canadian design. Roots has since expanded to more than 100 company-operated stores across Canada. Its eCommerce platform ships to over 60 countries.

Today, Roots is known for its premium sweats, leather bags, and outerwear, with a reputation for quality and comfort. Its stores often feature customization workshops and localized design elements, reflecting the company’s dedication to storytelling and community engagement.

Looking Ahead

Roots’ Vancouver flagship is part of a larger strategy to refresh and modernize its retail presence. The company has recently invested in enhanced store experiences in Toronto, including its Yorkdale and CF Toronto Eaton Centre flagships.

“Our goal is to create spaces where people want to spend time,” Roach said. “Whether that’s in Vancouver, Toronto, or internationally, Roots stores should reflect the spirit of the community while celebrating the brand’s heritage.”

The Vancouver flagship encapsulates this vision, bridging Roots’ 30-year legacy on Robson Street with a forward-looking design that speaks to both local culture and global retail trends.

“Roots is more than a retailer,” Roach concluded. “It’s part of Canada’s cultural fabric, and this store reaffirms our commitment to being a place where people feel connected—to nature, to the community, and to each other.”

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Skip and Shoppers Drug Mart launch delivery

Image: Shoppers Drug Mart

Canadians can now have beauty, wellness and everyday essentials from Shoppers Drug Mart delivered directly to their doors, thanks to a new national partnership with Skip.

The agreement between Skip, a Canadian delivery platform, and Shoppers Drug Mart was announced on Wednesday. The service will be available through 650 Shoppers Drug Mart stores across nine provinces, including British Columbia, Alberta, Saskatchewan, Manitoba, Ontario, New Brunswick, Nova Scotia, Prince Edward Island, and Newfoundland and Labrador.

Paul Sudarsan
Paul Sudarsan

“Canadians have relied on Shoppers Drug Mart® for generations, and we’re proud to make their much-loved product selection even more accessible through Skip,” said Paul Sudarsan, senior vice-president of partnerships at Skip.

According to the companies, the collaboration marks a significant expansion of Skip’s retail offerings, enabling customers to order products ranging from pharmacy essentials to beauty and skincare items.

“This partnership allows us to extend our reach even further and extend our ‘need-it-now’ experience to ensure that Canadians can access beauty, wellness, and everyday essentials from Shoppers Drug Mart with speed and ease, right to their door,” said Sarah Draper, vice-president of e-commerce at Shoppers Drug Mart.

Sarah Draper
Sarah Draper

To promote the launch, Skip is offering a limited-time promotion of $20 off orders of $35 or more, using the code SHOPPERS20, valid through Oct. 6.

The partnership also includes a promotional event, the “Grab N’ Glow” pop-up, taking place in downtown Toronto on Sept. 27 and 28 at STACKT Market (28 Bathurst Street). The event will feature professional makeup touch-ups, customized cosmetic bags, vouchers, and product giveaways from brands such as Clarins, e.l.f. Cosmetics, and L’Oréal. The event will be: Saturday, Sept. 27: 12 PM – 8 PM; Sunday, Sept. 28: 12 PM – 7 PM.

Skip began as a Prairie-based start-up in 2012 and has grown into a national delivery network operating in over 450 cities and towns across Canada. Shoppers Drug Mart, a division of Loblaw Companies Ltd., operates more than 1,350 locations across the country.

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Miley Cyrus named global face of Maybelline (Video)

Credit: Jacob Bixenman, shot at Electric Lady Studios, NYC
Credit: Jacob Bixenman, shot at Electric Lady Studios, NYC

Maybelline New York has announced pop star Miley Cyrus as its newest global spokesperson, unveiling a campaign that reimagines the brand’s iconic “Maybe it’s Maybelline” jingle.

The makeup brand, which says it is the number one in the world, revealed the collaboration Wednesday as part of a long-term partnership that includes global marketing campaigns and new product launches.

Maybelline New York, the number one makeup brand in the world, welcomes multi-platinum recording artist and international music icon Miley Cyrus as its newest global spokesperson. Credit: Jacob Bixenman, shot at Electric Lady Studios, NYC

“I remember singing the Maybelline jingle as a kid and imagining it was me on the screen. Now, it is. To take something so iconic and make it mine — it’s powerful and personal,” said Cyrus in a statement.

“This partnership brings together two core parts of me. You can’t erase makeup from music. Within music, there’s performance and honesty — makeup enhances both. It’s how I tell my truth without saying a word,” she said. “Maybelline shares my belief that makeup should be expressive, ever-evolving. Partnering with Maybelline, a brand that celebrates meaningful values, self-expression and play, felt like the most natural fit in this stage of my life.”

The campaign will launch across television, digital, social media and in-store displays starting September 2025, and features Cyrus’s rendition of the familiar jingle. It will also promote upcoming launches, including a new colour line and Maybelline’s viral Sky High mascara.

“Miley is more than a global icon — she is a muse of modern beauty,” said Sandrine Jolly, global brand president of Maybelline New York. “Her creativity and artistry dance between strength and sensitivity.”

Credit: Jacob Bixenman, shot at Electric Lady Studios, NYC
Sandrine Jolly
Sandrine Jolly

“She brings a deeply personal lens to beauty that is expressive and emotional. With her unmistakable voice and vision, she turns our iconic jingle into something raw, intimate, and powerfully reflective of this Maybelline era,” Jolly said.

Cyrus, a Grammy-winning artist known for her evolving music and advocacy work, emphasized the broader message behind the campaign.

“I think this campaign shows that beauty is fluid, that confidence can look a million different ways, and that you were born with it all along,” she said.

Maybelline said the campaign bridges “nostalgia and reinvention” while encouraging creativity and self-expression.

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