Following the pandemic-led shifts in customer preferences and lifestyle, soaring customer demand, and large-scale disruption of supply chains, 78% of the retailers surveyed are looking to accelerate their response to market changes. 70% are focused on improving customer experience and loyalty.

This commissioned study conducted by Forrester Consulting on behalf of WNS took stock of the global retail sector’s analytics maturity.

Key Takeaways

  • A unified view of customer touchpoints is thus key at this juncture. Most retailers are already investing in expanding their digital intelligence assets and building predictive analytics capabilities.
  • Retailers on the journey to data and analytics maturity are pointing out benefits such as increased revenue, new / better products and services, and improved customer experience delivery.
  • 74% of retailers will be spending more on data & analytics in the next 12 months.

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