Infographic: Changing retail customer expectations & experiences

Neil Davey
Managing editor
In association with
IBM logo
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Retail consumers now demand a highly digitised, extremely individualised shopping experience - online and in-store. 

A new study by IBM - The 2017 Customer Experience Index - has examined the changing retail customer, their experiences and their expectations. 

This infographic from IBM summarises some of the findings - and explains why retailers must now focus on a "mass market of me". 

[Click to enlarge]

IBM retail


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