In the face of digital disruptions to the path to purchase, retailers today continuously fight for relevancy, share of voice, and access to the consumer’s wallet.
Know data, anticipate the journey
In response, retailers must evolve to co-exist in an omni-channel world. Greeting shoppers when and wherever they traverse the shopping journey—whether from the living room sofa or within a competitor’s store. The changing view of customer data—understanding attitudes, motivations, behaviors—has shifted from being “merely important” to mission critical.
Customer trust and security
Additionally, with the constant risk of data exposure and breaches equating to brand erosion and shopper defection, security with CX management and analytics is tantamount to customer retention and trust.