2020 Digital Trends: Retail in Focus.

How the Industry’s customers will shape its future.

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The 2020 Digital Trends: Retail in Focus report shows how retailers are realising the promise of real-time personalisation at scale, focusing on the individual, and investing in technology to make it happen.

Produced in collaboration with Econsultancy, our industry report reveals new insights and strategies that leaders in your industry are planning to use for the decade ahead. We explore topics such as whether customer experience can help insulate retailers from unforseen events, how real-time personalisation can be applied at scale, and whether technology budgets are likely to rise for 2020. 

To find out more about the most talked-about insights and tactics, complete the form and download the 2020 Digital Trends: Retail in Focus report.

Here are just a few of the highlights: 

  • Retailers regard customer experience optimisation as the single most exciting opportunity in 2020 (25%), ahead of data-driven marketing (16%) which occupied the top spot in 2019.
  • The proportion of retailers describing personalisation as their most exciting area of focus for the coming year has dropped from 25% to 16%.
  • Nearly half of retailers have implemented artificial intelligence (AI), or are planning to (46%). 


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