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TECH BUYER Jul 2019 - IDC TechScape - Doc # US42709318

IDC TechScape: Worldwide Retail Customer Experience-Enabling Technologies, 2019

By: Andrea SangalliResearch Director, Giulio RaffaeleSenior Research Analyst, Ornella UrsoResearch Analyst

Abstract

The IDC TechScape provides a list of technologies that retailers should invest in considering their current level of customer experience personalization and their need to differentiate their offerings. The IDC TechScape aims to support retailers:

  • Identify where they are (now) and what's next by leveraging the right technology while addressing the related cost effort
  • Drive their businesses and advanced technologies investments to better deliver customer experience, and thus, implement the retail commerce platform
  • Improve customer experience personalization throughout the entire customer journey, from initial engagement to customer service while increasing customers engagement and loyalty

In this report, IDC offers a visual representation of the process of retail customer-experience-enabled-technologies adoption, dividing technologies into three major categories based on their impact on the organization and assessing technology relative adoption levels within their respective categories. The report examines particular individual technology categories and provides additional insights about the speed of adoption, technology potential for success (risk), and level of market buzz so end users may make their own decisions about investment.

"As the age of customer experience takes hold, retailers need to adopt a set of technologies to evolve their customer experience strategies from personalization to delivering empathy in which the focus is on constantly learning from customers," said Andrea Sangalli, research director, IDC Retail Insights. "Build a digital road map to a differentiated CX, focusing on consent, conversations, and customer journeys."


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