Forrester Industry Spotlight:

Drive Marketing and CX Convergence with Modern Technology: A focus on the Retail and eCommerce industry

The retail and eCommerce industry are focusing on understanding the shopper’s journey and path to purchase to deliver a seamless customer experience across all channels and touchpoints. Those who succeed in this space, not only achieve business goals and success, but are considered leaders in the field.

This study* highlights the importance of customer experience transformation in the retail industry, in order to retain and gain market share across all touchpoints.

Read this study to further understand:

Aligning brand with customer experience
Challenges of today’s industry and how to overcome them
Making customer centric technology sourcing decisions

*Drive Marketing And CX Convergence With Modern Technology: A Focus On The Retail Industry, a July 2018 commissioned Thought Leadership Spotlight conducted by Forrester Consulting on behalf of Genesys

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Genesys Cloud

Genesys empowers more than 8,000 organisations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organisations of all sizes so they can provide empathetic, personalised experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organisations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.