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Introduction

Digital and omnichannel engagement is having a major impact on the retail industry. One of the emerging trends impacting retailers' business and organizational strategies is connected experiences.

Highlights

  • Retailers must balance growing market disruptors with customers' increasing expectations.
  • Proactively engaging with customers requires holistic data.

Features and Benefits

  • Assesses how to engage with retail customers through integrated data and technologies.
  • Reviews how integrated customer journeys enable real-time personalized interactions.

Key questions answered

  • What are the greatest challenges for retail marketers in meeting customer expectations?
  • What customer experience management technologies do marketers in retail intend to invest in during 2019?

Table of contents

Summary

  • Catalyst
  • Ovum view
  • Key messages

Recommendations

  • Recommendations for enterprises

The road to connected customer pathways

  • Retailers must balance growing market disruptors with increasing customer expectations

Integrating data for unified customer profiles poses challenges

  • Proactively engaging with customers requires holistic data

Building the technology foundation for unified commerce is a priority

  • Integrated architecture creates a seamless flow of engagement

Retailers show progress in organizing employees around the customer

  • A single framework manages and orchestrates content

Marketers anticipate greater personalization from connected journeys

  • Integrated journeys enable real-time and personalized interactions

Appendix

  • Methodology
  • Further reading
  • Author