TECH BUYER Jun 2022 - Tech Buyer Presentation - Doc # EUR149280422

Be Omni-Channel or Go Beyond Channels? The Customer Journey in the Retail Experience


Ornella Urso
On-line Presentation


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.


  • 16 slides

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