TECH BUYER May 2023 - IDC Perspective - Doc # EUR150598023

The Effects of an "Inverted Perspective" Approach on Retail Customer Experience


Cristiano Quattrini,
Ornella Urso
Filippo Battaini
Sofia Poggi

This IDC Perspective explores how alternative approaches to retail value chain management and process organization can positively affect customer experience, referencing key use cases and indicating how an appropriate back-end platform design can influence consumer service and experience. The integration of "inverted approaches" into the design of retail processes helps retailers focus their attention on the profitability and efficiency of value chain processes, considering them as ingredients of the entire value chain with the same level of importance, generating additional value that will result in better customer experience.

"Excellent customer experience is the result of a complex pattern of elements. As an integration to a customer-centric approach and in the framework of continuously evolving omni-channel commerce, retailers should focus on the efficiency and performance of these elements, enabling a ripple effect of customer satisfaction and increased consumer lifetime value," said Cristiano Quattrini, senior associate advisor, IDC Retail Insights.



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