Following the pandemic-led shifts in customer preferences and lifestyle, soaring customer demand, and large-scale disruption of supply chains, 78% of the retailers surveyed are looking to accelerate their response to market changes. 70% are focused on improving customer experience and loyalty. A unified view of customer touchpoints is thus key at this juncture. Most retailers are already investing in expanding their digital intelligence assets and building predictive analytics capabilities. Retailers on the journey to data and analytics maturity are pointing out benefits such as increased revenue, new / better products and services, and improved customer experience delivery.
Source: Forrester study
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