News

Survey: Personalization, seamless shopping is more critical than ever

September 12, 2018

Seamless, ubiquitous shopping is viewed by nearly every retail leader (94 percent) as a transformative strategy and change moment for the retail industry.

That's a key finding from the new Accenture and Retail Industry Leaders Association research report polling 3,000 consumers and 100 retail decision-makers on how retailers can capitalize on the 'moments' that truly matter to the consumer.

Shoppers want and expect a personal, immersive and smooth shopping experience and retailers need to serve as trusted advisor for the consumer to create truly meaningful consumer experiences, according to a press release.

"The data is clear," said Adam Siegel, senior vice president, innovation, research, and sustainability, Retail Industry Leaders Association, in the release. "Whether it's in-store, on-the-go or from the comfort of their couch, consumers are expecting more from retail brands. Retailers must continue to innovate, personalize and enhance the in-store and online — the ubiquitous — shopping experience to meet consumers wants and needs."

"The very nature of how retailers operate has completely transformed," said Karen Voelker, global lead of Accenture's Customer Innovation Network, in the release. "Savvy brands are catching on — collecting, updating and consolidating data from a range of customer channels, giving them the ability to see consumer preferences, motivations, relationships, and passions that drive them."