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]
About Neil Davey
Neil Davey is the managing editor of MyCustomer. An experienced business journalist and editor, Neil has worked on a variety of newspapers, magazines and websites over the past 15 years, including Internet Works, CXO magazine and Business Management. He joined Sift Media in 2007.