Retail isn’t just about buying. It’s about feeling understood and building emotional connections. That’s why thriving retailers create experiences that stand out — experiences that are in sync with the customer at every moment on any channel. And they do it with data, content and AI — all focused on the customer.
The 2021 Retail Trends Report shows the tactics retailers are using to survive the pandemic and come back stronger.
Artificial intelligence has been hyped like no other technology. But the reality in retail is less starry-eyed. New research from Forrester finds that although a select few retailers are getting ahead in AI, most are still nascent at best. In fact, 64% of study respondents viewed AI as “too complex to consider."
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There’s a gap between the personalisation consumers expect and what most retailers can deliver. Discover how leading retailers are closing the gap realising personalisation at scale, from automated content creation to real-time contextual relevance.
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Find out why Adobe was named a Leader in the Forrester Wave™: B2B Commerce Suites, Q2 2020.
Find out why Adobe was named a Leader in the Forrester Wave™: B2C Commerce Suites, Q2 2020.
According to recent Forrester research, experience-driven retailers are 1.6x more likely to have seen increased customer advocacy and 1.8x more likely to be leaders in brand equity metrics. And these are only two of the many measures of success where these experience leaders are winning.
"We now have 55 different sites with seven different language options, payment methods and delivering rules. We've experienced incredible growth."
Theodor Tollefsen, Consumer Business Director, Helly Hansen
Helly Hansen quickly increased traffic by 24 per cent, boosted their mobile traffic by 48 per cent and increased their overall revenue by over 45 per cent. For a company with a legacy of first-to-market innovations, this move had prepared the company to thrive in new, international waters, whatever the future throws at them.
Retail customers don’t want to be sold. They demand to be treated as individuals. Everything must be effortless. They demand to be cared for and empowered in every interaction, online or in-store. But this requires the right technology and data, insights from real-time shopping behaviours and the ability to personalise shopper experiences based on that insight.