Thursday Oct 31, 2013

The Evolution of Customer Experience in Retail - a study by Oracle and TCS

Two New Studies Point to the Direction Retailers are Taking in their CX Initiatives. Is it the Right Direction?

The sheer velocity of change in retailing and customer behavior is forcing retailers to reinvigorate, expand and sharpen their vital Customer Experience (CX) strategies. Customers are becoming increasingly dynamic as they race to embrace the newest digital channels; shop in new ways on mobile devices, including smartphones and tablets, on the Web and in the store; share experiences socially; and interact with their preferred brands in new ways. Retailers are stepping up to their customers as they and their competitors create new modes of customer interaction. Underpinning these changes are vast quantities of customer data as customers flood digital channels and the social sphere.

The informed retailer must now understand what their priorities are and what they should be for the future. To better understand this, Tata Consultancy Services (TCS) and Oracle independently launched CX-focused surveys to uncover what retailing leadership found important today. By comparing the results of these two studies together, we can further discover new insights about the industry. Click here to download this informative white paper.

8 Strategies for Putting Customers at the Core of Your Business (Forbes)

In this Forbes article, read how companies can become more successful at placing customers in the center of their business...

At Oracle we’ve been on a 10-year enterprise-wide journey toward greater customer-centricity—and that has required a change in our culture. What’s your journey’s story towards focusing more on your customers?

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