Trends Report

Avoid Making These 10 Mistakes With Your Retail Customer Engagement Network

Not Understanding The Network's Role In Retail Technology Initiatives Torpedoes Their Value

August 24th, 2015
Andre Kindness, Principal Analyst
Andre Kindness Principal Analyst
With contributors:
Glenn O'Donnell , George Lawrie , Andrew Hewitt , Jeffrey Hammond , Adam Silverman

Summary

To combat online retailers siphoning brick and mortar customers, physical retailers have ramped up resources to transform the generic physical store into an entity that can meet the challenges of digital disruption. Forrester's "Have You Built A Customer Engagement Network In Retail?" report laid out 17 retail initiatives to help the business transform the store into a digital store platform. This report highlights the 10 mistakes that retail technology management teams frequently make in supporting the emergence of the digital store platform, implementing enterprise fulfillment, deploying mobile point of service, and shifting the focus to service and convenience.

Want to read the full report?

Contact us to become a client

This report is available for individual purchase ($1495).

Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.