
TECH BUYER Mar 2018 - IDC PeerScape - Doc # US42174017
IDC PeerScape: Retail Customer Experience Practices for Enabling Personalization at Scale
By: Andrea Sangalli, Ornella Urso Senior Research Analyst, IDC Retail Insights
Abstract
This IDC PeerScape document addresses the main challenges that retailers are facing when approaching customers. It also suggests starting points for technology buyers to differentiate customer experience. Lessons learned from companies that are moving from one segment to a segment of one show the way seamless composition of customer services can leverage information, processes, and channels consistently. Artificial intelligence (AI) and machine learning (ML) foundations, unstructured data, IoT technologies, and new metrics enable retailers to track the dynamic customer journey evolution at speed and scale.
"Delivering customer experience personalization at scale is the strategic opportunity enabled by real-time, curated and contextual offerings," said Andrea Sangalli, associate research director, IDC Retail Insights Europe. "A key success factor is to activate a virtuous circle in which retailers are able to track and analyze customer-product-associate interaction at individual level, enriching individual customer journey maps by gathering accurate shoppers' behavioral data. Combining action and insights through a dynamic iterative process enables retailers to eliminate the paradox of choice delivering the most relevant product and service."
Coverage
Subscriptions Covered
IDC Retail Insights: Worldwide Retail Customer Experience and Commerce Strategies
Companies Covered
Sephora S.A., Domino's Pizza, Inc., TUI AG, AUTO TRADER GROUP PLC, DARDEN RESTAURANTS, INC., McDonald’s Corporation, Alibaba Group Holding Limited, Harvey Nichols Istanbul
Regions Covered
Topics Covered
Analytic applications, Augmented and virtual reality, Cognitive/artificial intelligence, Customer relationship management applications, Internet of things, Technology buyer, eCommerce
Vertical Markets
Content
List of Figures
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