Consumers want a personalised and consistent experience across channels
The future of retail disrupts the traditional model and intertwines the physical and digital worlds. Customers now start and stop their shopping journey in different channels, both online and in the store. The blurring delineation between the physical and digital environments transforms the customer engagement model as well. Consumers expect a frictionless shopping experience across an entire brand, free of disturbances as they cross individual channels or locations. In fact, 87% of consumers are interested in this personalised and consistent experience across channels.
BRP’s 2019 Unified Commerce Survey of top North American retailers offers insights into the forces affecting the retail industry, and the opportunities available for retailers and the future of retail.