IDC PeerScape Figure

Figure: IDC PeerScape: Retail Customer Experience — Practices to Enable Personalization at Scale

Executive Summary

Peer Insights

Practice 1: Manage Structured and Unstructured Data as Foundations for Empowering Customer Experience Personalization

Challenge

Example

Tommy Hilfiger — Visual Commerce Enables CX Personalization

A Large International Home Improvement Retailer — Real-Time, 1:1 Personalized Offers from Clickstream Events

Guidance

Example

Tommy Hilfiger — Visual Commerce Enables CX Personalization

A Large International Home Improvement Retailer — Real-Time, 1:1 Personalized Offers from Clickstream Events

Guidance

Practice 2: Implement AI Foundations to Empower Customer Journey Personalization

Challenge

Example

Alibaba — AI is Reshaping eCommerce

Domino's Pizza — Foundational AI Solutions for Personalizing Customers' Journey

Guidance

Practice 3: Define New KPIs for Measuring Customer Experience Level of Maturity

Challenge

Example

Pret à Manger — "We've Made Customer Feedback Central to What We Do"

Auto Trader — Profit from Customer Feedback

Guidance

Practice 4: Evolve Toward Micro-Merchandising Strategies That Are Centered on Customer Experience Strategies

Challenge

Example

Harvey Nichols — An Integrated Merchandising Strategy from a Customer- and Profit-Centric Approach

Sephora — Driving Micromerchandising Strategies to Achieve Omni-Channel Profitability

Guidance

Practice 5: Leverage In-Store Experiences and Mobile Transactions to Enhance the Customer Feedback Loop

Challenge

Example

TUI — Integration of Digital and Physical Stores

McDonald's — Getting Digital to Reach Customers' Tastes

Darden — A New Operating Model Oriented to Customers' Preferences

Guidance

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