As consumers increasingly adopt hybrid and omnichannel experiences, retailers must adapt to meet changing consumer expectations. Consumers expect brands to provide seamless access to products and services via mobile apps. However, many retailers struggle to deliver these experiences because of limited resources and a lack of expertise.
According to a commissioned September 2022 Forrester Consulting study conducted on behalf of Radar, Transform The Customer Experience With Location Data, 57% of retail and restaurant CX leaders say they struggle to personalize experiences across both digital and physical channels, and 76% said their companies’ inability to analyze data well enough also impacted the quality of customer experiences.
