Decodedhow the UK's Top Multichannel Retailers Are Investing
How the UK’s top multichannel retailers are investing to win DECODED consumer spend In association with AT A GLANCE CONTENTS n 2020 the consumer changed forever, pressing retailers and brands alike into reducing their transformation strategies from CHAPTER 1 years, to months, to mere weeks. Five retailers tell us what they expect the future of customer The retail industry, known for its agility, rose to the challenge. experience to look like IBut what does this new consumer look like? What makes them CHAPTER 2 tick, what will drive them to spend, how can retailers win their How technological advances can help retailers futureproof their loyalty in a largely subdued market and how will this shape the businesses amid the accelerated shift to ecommerce operations future of customer experience? CX Decoded: How the UK’s top multichannel retailers are CHAPTER 3 investing to win consumer spend, a report produced by RWRC in Why delivery, click-and-collect and other flexible, convenient association with Arvato, provides the answers. delivery models have become key to the shopping experience This report looks beyond the initial changes in consumer mindset CHAPTER 4 and behaviour generated by the coronavirus pandemic and instead What retailers are doing to make in-store shopping fit for a focuses on the now prevailing longer-term trends that will come to multichannel future and a seamless extension of digital define the market in the years that follow. The report features five in-depth interviews with retailers that CHAPTER 5 are innovating in customer experience – including Kingfisher, Hotel Our ranking of the UK’s top 30 multichannel retailers Chocolat, QVC, Waterstones and Seasalt – across pages five to nine.
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