IDC MaturityScape: Retail Customer Experience Personalization

IDC MaturityScape: Retail Customer Experience Personalization

  • September 2020 •
  • 11 pages •
  • Report ID: 5962130 •
  • Format: PDF
This IDC MaturityScape describes the five stages of maturity for retail CX personalization. Retail organizations that can effectively develop a culture of innovative CX personalization will be increasingly successful in achieving the organization's strategic objectives. A mature retail CX personalization program connects a forward-looking strategic vision that fosters CX innovation with effective supporting operations and an organizationwide culture that sees CX personalization as a key factor for long-term success."Retailers capable of delivering real-time, contextual CX develop relationships that resonate with shoppers and that relate with customers' expectations and needs at all times. This capability generates customer loyalty that reflects positively on the organization's performance. Achieving retail CX personalization maturity takes time, but it will have a dramatic impact on an organization's competitiveness in the long run," said Filippo Battaini, head, IDC Retail Insights EMEA.