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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