The retail digital transformation is at a point of unprecedented growth and change. Consumers are demanding more than just convenience, they want to be understood and catered to on a deeply personal level, which can only be accomplished through the right technology. Retail digital transformation is necessary for any retailer that wants to compete and stay in business in the foreseeable future.
Whether a physical or online retailer, the customer experience needs to be at the center of all retail digital transformation initiatives. This includes implementing technology such as CRM, data analytics, AI, mobile apps and social media to meet the demands of today’s hyper-consumerized customers. Those retailers who can create a high sense of intimacy with their customer base will have a distinct advantage over those who cannot.
From Brick-and-Mortar to Click-and-Order: A Retail Digital Transformation Journey
For example, using voice of customer software can help retailers glean key insights that will improve their customer experience and operational procedures. This allows a company to see how its products and services are being used by customers and to better understand what changes need to be made to increase overall loyalty with the brand.
In addition, retailers can use technology like beacons to monitor consumers’ locations in the store and send them personalized messages about promotions and discounts. This helps to build a deeper connection with the customer and increases sales. Likewise, using AI technologies to automate repetitive tasks can help companies reduce their operating costs and improve efficiency by freeing up employees’ time. Regardless of the specific technology being utilized, retail digital transformation requires dedication and an investment in time and resources but it can also deliver tremendous value to the business and its customers.
