Observed Signal · Dec 8, 2022 · Other · Source: CMSWire · Impact: 2/5 · Sentiment: Neutral
How to Create Better Hybrid Retail Customer Experiences
The article discusses how retailers can improve customer experience in a hybrid retail environment where digital and physical channels converge. It highlights key findings from Gartner and Forrester, emphasizes the importance of real-time data and 360-degree customer views, and explores the role of physical stores as fulfillment centers and media spaces. Experts from Skai, Hero Digital, Advertima, and Clickatell offer perspectives on optimizing touchpoints, leveraging retail media, and using chat commerce to bridge online-offline gaps. The piece concludes that hybrid retail is here to stay and requires agile, customer-centric strategies.
Article provides actionable insights for hybrid retail CX and in-store retail media but contains no breaking industry changes.
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Key Takeaways & Evidence Grounding
- Gartner survey found that more than two-thirds of brands today compete on customer experience.
- 8 out of 10 customers spend more on brands that deliver better browsing, shopping, payment, delivery and post-sale experiences.
- Forrester predicts US digital-influenced retail sales will grow from $2.7 trillion in 2022 to $3.8 trillion in 2027.
- Over 55% of retailers see tangible benefits of real-time data.
- Amazon, Walmart, and digitally native vertical brands are investing in physical store formats.
Connected Companies & Entities
7 Entities mapped“A Gartner survey found that more than two-thirds of brands today compete on customer experience....”
“a Forrester report predicted US digital-influenced retail sales will grow from $2.7 trillion in 2022 to $3.8 trillion in 2027....”
“Amazon, the holy grail of ecommerce, is investing in and experimenting with physical store formats....”
“Walmart continues to expand its physical footprint around the world, despite successfully embracing ecommerce....”
“Nich Weinheimer, executive vice president of strategy of omnichannel performance marketing platform Skai...”
“Roger Sowerbutts, chief commercial officer at in-store shopper data platform Advertima...”
“Jennifer Shambroom, CMO at Clickatell...”
Ontology Mapping & Concepts
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