CX Intention vs. Impact: A New Study Helps Retailers

Caroline Papadatos

November 14, 2017

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How are retailers’ customer experience efforts resonating with consumers as they travel through the shopper journey? A new global report from LoyaltyOne takes a deep dive into where retailers are finding success and how they can improve on their CX strategy moving forward.

 

As retail shoppers shift their behaviors to online commerce, consumer packaged goods sellers explore direct relationships with customers and traditional retail outlets digitize experiences, retail has become more complex and competitive than ever before. To stay ahead of the competition, nearly all retailers have put customer experience at the top of their agenda, making massive investments in tech, social listening, journey mapping, store operations, employee training and more.

 

To assess the state of the industry, LoyaltyOne surveyed 500 retail professionals and 5,000 shoppers from around the globe, resulting in a report titled “CX Intention vs. Impact: Making Sense of the Ever-Evolving Retail Shopper Journey.” The full report, which is available for free download now, offers an in-depth exploration of everything from the biggest challenges facing the industry to the strategies retailers are deploying to meet them, with the specific aim of identifying the actions retailers can take to improve their customer experience.

 

LoyaltyOne has also published a webinar hosted by Sheila Murray, AVP of Corporate Marketing, LoyaltyOne Global Solutions, that takes a close look at the key findings of the report and offers some guidance on how retailers can put the insights to work for their business.

 

If you’re looking for new data, insights and thinking that can help increase the impact of your 2018 strategy, be sure to check both of them out.  

Customer Experience

Loyalty

Customer Analytics

Digital & Mobile

Retail

CX

About the author

Caroline Papadatos

Caroline Papadatos

Senior Vice President, Global Solutions

As Senior Vice President of LoyaltyOne Global Solutions, Caroline sits on the Executive Committee and leads global alliances and key loyalty partnerships in North America and abroad, including the loyalty consulting practice and new ventures in customer experience. Caroline also leads LoyaltyOne Corporate Marketing and Thought Leadership. With her extensive practitioner experience in loyalty, customer centricity and brand management, Caroline is a successful B2C and B2B change agent and has a proven track record in designing and managing loyalty coalitions, delivering innovative customer loyalty and retention strategies to drive superior customer financial performance.

Caroline has worked across multiple industry sectors, including retail, financial services, telecom and publishing. Her past executive roles include Senior Vice President of Marketing for Rogers Communications Inc., Canada’s largest telecom services provider, CRM Manager at Sears Canada, Senior Vice President and Chief Knowledge Officer at LoyaltyOne and Senior Vice President of Marketing for the AIR MILES Reward Program.

Caroline has been an active Board member and strategic partner of the Canadian Marketing Association (CMA), and was bestowed an Honorary Life Member award by the CMA for her contributions to marketing in Canada. Caroline was formerly a Board member for The Verde Group, a customer experience company, and has participated on several Advisory Boards for technology startups in the areas of data, CRM, loyalty and customer experience. Caroline is the Executive Sponsor of the Women’s Leadership Initiative at LoyaltyOne and was the previous Chair of the Roger’s Women’s Network. She has also held a Board position at Ronald McDonald House, and is an active fundraiser for Covenant House.

COLLOQUY Speaks

COLLOQUY Speaks is a part of LoyaltyOne’s thought leadership platform that offers research and insights on loyalty and customer experience industry trends, as well as best-in-class content from LoyaltyOne and other industry-leading experts. 

Learn more about Colloquy

CX Intention vs. Impact: A New Study Helps Retailers

Aug 28, 2018, 13:12 PM
How are retailers’ customer experience efforts resonating with consumers...
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Publication date : Nov 14, 2017, 00:00 AM

How are retailers’ customer experience efforts resonating with consumers as they travel through the shopper journey? A new global report from LoyaltyOne takes a deep dive into where retailers are finding success and how they can improve on their CX strategy moving forward.

 

As retail shoppers shift their behaviors to online commerce, consumer packaged goods sellers explore direct relationships with customers and traditional retail outlets digitize experiences, retail has become more complex and competitive than ever before. To stay ahead of the competition, nearly all retailers have put customer experience at the top of their agenda, making massive investments in tech, social listening, journey mapping, store operations, employee training and more.

 

To assess the state of the industry, LoyaltyOne surveyed 500 retail professionals and 5,000 shoppers from around the globe, resulting in a report titled “CX Intention vs. Impact: Making Sense of the Ever-Evolving Retail Shopper Journey.” The full report, which is available for free download now, offers an in-depth exploration of everything from the biggest challenges facing the industry to the strategies retailers are deploying to meet them, with the specific aim of identifying the actions retailers can take to improve their customer experience.

 

LoyaltyOne has also published a webinar hosted by Sheila Murray, AVP of Corporate Marketing, LoyaltyOne Global Solutions, that takes a close look at the key findings of the report and offers some guidance on how retailers can put the insights to work for their business.

 

If you’re looking for new data, insights and thinking that can help increase the impact of your 2018 strategy, be sure to check both of them out.  

Tags :
  • Customer Analytics
  • Customer Experience
  • CX
  • Digital & Mobile
  • Loyalty
  • Retail
Categories :
  • Report
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Author : Caroline Papadatos
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