By Kayla Broussard, CTO of Retail and Travel at Kyndryl
Even as the retail industry continues to weather economic volatility, one thing remains certain: customer loyalty matters more than ever.
According to Gartner, retailers will continue to invest in technology and artificial intelligence (AI) services that help them to better engage with customers, both in-store and online. Modern shoppers will also continue to demand seamless, connected experiences that bridge the physical and digital worlds — they want personalized shopping experiences from any device, anywhere, at any time. This means getting “phygital” right could prove to be a valuable differentiator for e-commerce and for retailers that are looking to enhance the cost-conscious customers' shopping experiences.
As consumers move between devices and physical touchpoints in the quest for convenience and value, they generate vast amounts of data. However, that customer data is often scattered across platforms and corporate departments. That’s why unifying data is critical. It allows retailers to create personalized and meaningful consumer interactions, and reach them with useful experiences.