TECH BUYER Jun 2022 - Tech Buyer Presentation - Doc # EUR149280422
Be Omni-Channel or Go Beyond Channels? The Customer Journey in the Retail Experience
This IDC Tech Buyer Presentation provides an overview of the challenges and opportunities that shape the retail customer journey in today's purpose-led retail world. It shows the strategies that retailers are implementing to integrate customer experience in omni-channel journeys. It also details the benefits to organizations of increasing customer experience (CX) integration maturity. Finally, the research singles out some example of retailers' implementing capabilities and services — such as self-checkout, autonomous store systems, scan-and-go technologies, mixed loyalty strategies — aiming to deliver a frictionless and headless shopping experience while increasing conversion, profitability, and engagement with new and existing customers.