Retailers’ Current Topics in Discussion
Romanian Distribution Committee Magazine, 2019, vol. 10, issue 1, 38-46
There is clear evidence that retailers are rethinking CX within the new imperative for customer obsession, bridging the gap between customer expectations and CX strategies. We are witnessing the changing consumer behavior and retail revolution accordingly. Digital transformation, new shopping behaviors and values, Omni experience, in-store personalization, and retail’s convergence are some of the current topics in discussion. There is no that there is a need to rethink strategy assumptions by better understanding CX, caring for customers and inspiring their loyalty.
Keywords: CX; Customer obsession; Digital transformation; Harmonization of physical and digital store; Omni channel (search for similar items in EconPapers)
JEL-codes: L81 L86 M31 Q55 (search for similar items in EconPapers)
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