“By 2022, 50% of large organizations will have failed to unify engagement channels, resulting in a disjointed and siloed customer experience that lacks context” [Gartner, 2021]
Customers that have an exceptional purchase experience spend 140% more and remain more loyal to brands than those with a poor experience [Deloitte, 2021]. With the vaccine set to reopen stores, coupled with today’s consumer interacting with 3 to 5 different channels per purchase [McKinsey, 2020], 2021’s leading retailers will deliver value and a seamless experience across all digital and physical touchpoints.
Despite this urgent imperative, organisations are frequently hamstrung by their legacy IT infrastructure that cannot synergise retailers online and physical assets, resulting in technical redundancy, increased cost, and poor customer experience. With 56% of consumers planning on using omnichannel retail post-pandemic [McKinsey, 2020], modernising IT & Communication infrastructure to meet this demand must become a priority in 2021.
The end of the UK lockdown will present a priceless opportunity for forward-thinking retailers. As a senior executive, how will you ensure you are ready for this new world of business?