To harness the power of AI and automation, and to build a seamless, end-to-end customer experience, retailers will need to invest in a combination of talent and technology to stay competitive in an evolving marketplace.
While it’s clear that CX is the new competitive environment for retailers, it’s only those retailers able to acquire the capabilities that customers have come to expect that will thrive.
This report explores the impact of data technologies on retailers’ ability to optimize CX and design customer “communities” that facilitate consistently positive outcomes.
Key findings include:
- 40% of retailers claim that creating a single view of their customers across touch points, including physical and digital, is guiding their adoption of data tools in 2020;
- 57% are not satisfied with the CX benefits their existing data tools support; and
- 36% are currently struggling to access the right talent (internal or external) for their data capabilities.
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