Whilst Customers are more empowered today than ever before thanks to digital technology, this shift requires companies to play by new rules of engagement and work exponentially harder than before to win, serve, and retain customers. Retailers have responded to this change by making efforts to align their services and offerings to better meet shoppers’ needs. However, the alignment of what shoppers want with what retailers are providing is not quite on track.
This report, What Do Shoppers Really Want? produced by Forrester Research in association with one of our Hive partners Cognizant gazes into the crystal ball of what customers will want from their retail experience now and in the future.