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Understanding the state of customer experience in Retail

Today’s customers bring high expectations to their interactions with retailers. They look for a consistent experience across every channel they cross in the path to purchase and beyond. In addition, they demand personalized offers and services based on their history with a retail brand. As a result, providing those rich, compelling, and relevant experiences is a top strategic priority for retailers everywhere.

This Industry Perspectives explores the unprecedented challenges retailers face in this omni-channel era – and it proposes several best practices that retailers can implement to ensure that they provide the custom-tailored experiences that today’s shoppers expect, from mobile engagement to personalized offers and content.