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Top Technology–Enabled Omni–Channel Customer Experience Trends

Top Technology–Enabled Omni–Channel Customer Experience Trends

This IDC Retail Insights Perspective rounds up the most significant technology trends that retailers need to factor into their customer experience (CX) strategies in 2015. Calling out some of the retail IT vendors leading or capitalizing on these trends, it finds that customer expectations are driving CX innovation across all areas of the business-to-consumer (B2C) retail industry.

Please Note: Extended description available upon request.


In This Perspective
Profitable Omni-Channel Strategies
Meeting Customer Expectations
3rd Platform Customer Centricity
Building Consumer Awareness
Knowing the Customer
Understanding Customer Context
Considering the Context
Staying on Message
Identifying Sales Opportunities
The Art of Conversion
Maximizing CX Returns
Last-Meter Communications
Fostering Customer Loyalty
Optimizing the Sales Process
Closing the Engagement Loop
Essential Guidance
Customer Experience IT Investment
Learn More
Related Research
Figure: IDC Retail Insights Customer–Centric Transformation

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