Exclusive report featuring the thoughts of retail industry leaders including: Andy Brown, Central Retail Operations Director, Argos; Andreas Schlegel, Global Director Network Development, Volvo; Cathy Reid, Head of Customer Experience, Anne Summers; Paul Sands, Director of Customer Experience, Bang & Olufsen and many more, on the future of the industry, together with how to avoid some of the more volatile market forces and ensure you capitalise on the customer age.
What was once considered cutting edge in retail, such as the ability to buy an item online and return in-store, is now considered standard, by customers and the industry as a whole. However the retail industry continues to be shaken by disruptive technology, driven by advances in mobile devices and social media. So how are retailers keeping one step ahead of the marketplace, whilst continuing to adapt to market dynamics?
This report will take a look into some of the thoughts from retail big hitters including: O2, Shop Direct, Otto Group, HMV, as well as featuring the thoughts of Selligent, Grass Roots, GoMoxie and ICLP on how they see technology shaping the retail industry as we move to 2018 and beyond.
Researched over the past 5 years, with over 400 CXOs, VPs/Directors and Global Heads of CX from leading retailers who’ve shared their biggest CX challenges and what they planned to invest in to address them. Not only does the report look back, crucially it also looks at what is leading the industry in 2018 and beyond!
In such a fast paced industry it’s clear that we’re going to see some dramatic changes in the CX investments over the past 5 years but interesting in 2016 the top 3 investment priorities were: Emotional Engagement at number one with 79%, followed by Customer Journey Mapping (75%) and Customer Experience Management (74%)…but these no longer hold the top spots in 2017! A lot has changed in just one year.
In this fiercely competitive and fickle market of retail, customers are easily led into competition. Customer demands are constantly evolving, and this won’t slow down anytime soon. To combat this retailers have been managing digital transformation, seamless Omni channel experiences and embedding the Voice of the Customer into their customer journey, as well as rethinking their instore experience.
The last 5 years have seen technological advancement in many ways, beyond many expectations. For the customer experience arena in particular, the rise of convenience in retail has seen consumers truly take control. They choose the brands they interact with, with the full backing of millions of reviews on social media, when and how they interact with them and set their expectations higher and higher each year.