target audience: TECH BUYER Publication date: Mar 2024 - Document type: Tech Buyer Presentation - Doc Document number: # EUR151926124
The Renewed Role of Customer Centricity: What Retail Customer Experience Looks Like in 2024
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Abstract
This IDC Tech Buyer Presentation offers a comprehensive overview of the retail customer experience (CX) landscape as of 2024. It identifies key business priorities and challenges, encompassing both external market dynamics and internal organizational hurdles that shape the formulation and execution of contemporary retail CX strategies.
Moreover, the report delves into the current state of customer experience maturity among retailers, scrutinizing their capacity to harness a unified view of the customer to deliver contextual retail experiences throughout the entire customer journey.
A focal point of discussion is retailers' revitalized emphasis on customer centricity, advocating for a holistic approach that centers around customer data, empowered by cutting-edge technologies such as AI and generative AI (GenAI). This approach is underscored by industry success stories. The presentation also introduces the IDC Intelligent Retail Framework, providing a structured framework for retailers to navigate this evolving landscape effectively.
Lastly, the report unveils retailers' technology investment plans for the next three years and offers strategic recommendations for navigating the road ahead.
All data presented is sourced from IDC's 2023 Global Retail Survey and 2023 Worldwide Future of Customer Experience Survey.