target audience: TECH BUYER  Publication date: Jun 2023 - Document type: Tech Buyer Presentation - Doc  Document number: # EUR150736323

Reverse Retail Customer Experience: How to Shift Focus and Prioritize Strategic Technology Investments for Enhanced Customer and Employee Experiences


  • Ornella Urso Loading
  • Sofia Poggi Loading


  • 20 slides

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This IDC Tech Buyer Presentation delves into the challenges, priorities, business drivers, and major investment areas of today's retailers. It emphasizes the importance of re-evaluating customer experience (CX) and enhancing retail strategies with a back-end focus, specifically prioritizing employee experience (EX) and customer data management.

The document also introduces IDC's Reverse Retail Customer Experience framework and explains how it can enhance the experiences of customers and employees across various crucial areas, including the front end, back end, and ecosystem. Furthermore, it showcases case studies of successful technology implementations such as AI/analytics for experience personalization, employee mobile app, 3D virtual fitting, and customer data platform (CDP). Finally, the presentation provides guidance to retailers on how to embrace the Reverse Retail Customer Experience framework to achieve their business objectives.

The key findings presented are derived from IDC's 2022 Retail Consumer Insights Survey and Global Retail Operating Models Survey.


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