The Evolution of Customer Experience in Retail - a study by Oracle and TCS
- by Richard Lefebvre
Two New Studies Point to the Direction Retailers are Taking in their CX
Initiatives. Is it the Right Direction?
The sheer velocity of change in retailing and customer behavior is forcing
retailers to reinvigorate, expand and sharpen their vital Customer
Experience (CX) strategies. Customers are becoming increasingly
dynamic as they race to embrace the newest digital channels; shop in new ways on
mobile devices, including smartphones and tablets, on the Web and in the store;
share experiences socially; and interact with their preferred brands in new
ways. Retailers
are stepping up to their customers as they and their competitors create new
modes of customer interaction. Underpinning these changes are vast quantities of
customer data as customers flood digital channels and the social sphere.
The informed retailer must now understand what their priorities are and what
they should be for the future. To better understand this, Tata Consultancy Services (TCS)
and Oracle independently launched
CX-focused surveys to uncover what retailing leadership found important today.
By comparing the results of these two studies together,
we can further discover new insights about the industry. Click here
to download this informative white paper.
