Improving customer engagement is a hot topic, particularly in the retail industry. However delivering the personalised experiences consumers crave by having access to the right data for employees across an enterprise is an issue many organisations are wrestling with.
Two recent events were useful barometers of the progress retailers are making in their quest to keep pace with and even surpass customer expectations by improving their experience. I had the pleasure of attending and presenting at the recent Retail Bulletin Customer Engagement Conference in London which followed hot on the heels of a Retail Bulletin roundtable on Big Data. There were multiple presentations and conversations about the challenges retailers are facing in delivering world class experiences, however and wherever the interactions are occurring.