INFOGRAPHIC
The importance of having a single view of customers across retail channels
Retail executives say it ’ s important to have a single view of customers across channels , but only about half believe they have the right investment strategy to deliver .
Retail customers increasingly expect a seamless experience across physical and digital channels .
New research by Bain and retail technology provider Aptos shows that 99 % of retailers believe a wellexecuted unified commerce strategy has an impact on overall profitability ( 73 % cite a large to significant impact ) and 100 % of retailers see an impact on overall sales revenue ( with 76 % citing a large to significant impact ).
Nearly 100 % of retailers also believe that a wellexecuted unified commerce strategy has an impact on increased purchase sizes , reduced operating costs , preserved margins in the last mile , higher customer conversion rates , the ability to attract new customers , higher customer loyalty , improved cross-channel customer experience , improved employee experience , more reliable inventory management , more reliable supply chain operations , increased upselling and cross-selling , and reduced lost sales .
Unified commerce comprises the technology and experience across the entire stack .
These retail leaders invest in developing a deep understanding of their customers and their shopping habits and preferences . They focus on the complete tech stack , from customer experience to data systems , connecting the customer ’ s profile , history , rewards , and incentives across physical and digital channels to create a single view of the customer and ultimately activate a truly unified commerce experience .
26 INTELLIGENTCIO EUROPE www . intelligentcio . com