target audience: TECH BUYER  Publication date: Oct 2023 - Document type: IDC Perspective - Doc  Document number: # US50023423

Reverse Experiences for Customer-Led Retail: Key Insights from the IDC European Retail Xchange 2023


  • Roberta Bigliani Loading
  • Ornella Urso Loading
  • Sofia Poggi Loading
  • Filippo Battaini Loading
  • Cristiano Quattrini


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This IDC Perspective recaps key insights from the IDC Retail Xchange 2023, held in Amsterdam on September 18 and 19, 2023. During the event, executives from top retail, consumer packaged goods (CPG), and technology companies shared actionable insights on how to develop customer-centric strategies through the concept of Reverse Experience, how artificial intelligence (AI) is transforming retail, and how to best use the technology to strengthen efficiencies and enhance customer and employee experience,

"Reverse Experiences for Customer-Led Retail is a powerful framework to help strategists focus on the fundamentals — people, product, process, and planet — to deliver customer-centric, future-proof business models, with AI as the key tool to make this happen," said Filippo Battaini, research manager at IDC Retail Insights. "Companies empowered by AI are likely to outpace competitors that could not see the systemic changes this technology is bringing to CX."


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