TECH SUPPLIER Dec 2022 - Market Presentation - Doc # US49347722

Retailers' Opportunities to Achieve Omni-Channel, Real-Time Customer Experience: Comparing Customers and Retailers' Survey Data on the Status of Retail CX


Ornella Urso
Sofia Poggi
On-line Presentation


This IDC Market Presentation compares customers and retailers' survey data on the status of retail customer experience (CX). It identifies gaps between what customers and retailers point out and helps retailers determine how to turn external and internal challenges into actionable insights and achieve omni-channel integration and real-time customer experience. Key findings in this presentation are sourced from IDC's 2022 Retail Consumer Insights Survey and Global Retail Operating Models Survey and highlights the importance of turning customer experience into engaging customer journeys at scale using CX-enabling technologies. Finally, the study identifies actionable opportunities for retail CX differentiation, sharing examples from five retailers: Ulta Beauty, Starbucks, The Home Depot, Nike, and Sainsbury's.


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