Future Customer Journeys: A Customer-Centric Approach to Omnichannel Retail
How are retailers bridging the gap between physical and digital commerce, and building lasting relationships with their customers?
Digital has become central to the customer journey, but it is still only part of the entire customer experience.
According to WBR Insights, 96% of retail leaders believe digital customer journeys are important for omnichannel. But, nearly half say tech and analytics gaps remain a challenge when connecting physical and digital experiences, and predicting consumer behavior.
WBR Insights surveyed 100 omnichannel retail professionals across the U.S. and Canada to explore how retailers are using customer centricity to create new buying experiences, improve loyalty, retention, and orchestrate new omnichannel customer journeys.
In this report, you’ll learn:
- Why understanding the digital omnichannel customer journey is essential
- How to improve loyalty programs and retention with personalization
- The strategies (and tech!) retailers are prioritizing to better connect physical and digital customer experiences.
