In the context of ongoing and rapid shifts in customer trends and behaviours, only 18% of consumers believe their last shopping experience was truly customer centric. This is a wide gap for retailers to bridge, with customer experience now a key differentiator and crucial factor in driving business regrowth.
Retailers can no longer rely on the historical picture of their customer – they need to understand what they’re doing, thinking, feeling right now, in real time, to quickly adapt to meet their needs.
But how can you pick up all the different signals when customers are engaging with you across a complex range of channels - and via multiple touch-points from the start to end of their customer journey? And how can you bring all this information together in a meaningful way to quickly make the right decisions for your business?
We know this is a really complex area and that getting it right has huge implications for your bottom line. So we’ve asked Medallia and Kantar, experts in customer experience, to come in and provide some really practical, actionable advice and guidance.