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Customer Loyalty

2018 POS/CUSTOMER ENGAGEMENT SURVEY

White Paper: BRP

2018 POS Survey – Retailers Need to Transform their Business Technology continues to impact and transform the retail industry. Disruption and adaptation are changing the customer engagement model and blurring the lines among retailers, brands and wholesalers. Online pure-plays are opening brick-and-mortar stores and traditional retailers are experimenting with new store models: stores as showrooms, theatre, distribution centers or pop-ups. To enable the new customer experience and support its rapid evolution requires a different technology approach. Retail and customer engagement models must transform. However, the legacy retail applications and infrastructure still in place at many retail organizations are not properly equipped to support changing retail models and continuously evolving customer expectations. To meet the demands of their customer, the retail winners in 2018 and beyond need to accelerate the transformation to cloud-based unified commerce. Victory belongs to the agile. According to the 2018 POS/Customer Engagement Benchmarking Survey, retailers recognize the urgency to transform their operations with 81 percent planning to have unified commerce within three years.  BRP’s 2018 POS/Customer Engagement Survey of top North American retailers offers insights into retailers’ current priorities and initiatives as digital and physical retail environments converge to facilitate a seamless experience across channels. In this data-filled survey from BRP, you will learn about: What is the importance of personalization in customer relations and customer experience? What is the importance of the new customer engagement model? Why is data security critical to ensure trust and customer loyalty? How might stores change on a conceptual level to better suit new customer engagement models? Will they utilize artificial intelligence? Will augmented or virtual reality play a role? What new customer services and features might retailers offer?

Customer Intelligence is the New Black: Deriving Actionable Insights from Customer Interactions to Reduce Cost-to-Serve and Customer Effort

White Paper: FirstSource

Whether it’s a B-to-B or a B-to-C model, the consistent delivery of high-quality customer care is a difficult goal to achieve. This is especially relevant in our device-driven world, an “always on” hyper-connected environment laced with multiple customer touch points

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