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Forum: TCS Retail Insights – Issue 3

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The third edition of TCS Retail Thought Leadership Journal brings out 5 white papers which discuss how to “Digitally Re-imagining Customer Experience and Engagement.” Click here to read them: …

The third edition of TCS Retail Thought Leadership Journal brings out 5 white papers which discuss how to “Digitally Re-imagining Customer Experience and Engagement.” Click here to read them: http://on.tcs.com/RetailForum3-NL

Published in: Retail, Business, Technology

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  • 1. 1Copyright © 2014 Tata Consultancy Services Limited Forum TCS Retail Insights February 2014, Issue 3
  • 2. 2Forum TCS Retail Insights, Feb 2014, Issue 3 The confluence of the five digital forces such as mobility, Big Data, cloud, social and analytics are empowering retailers to radically reimagine the shopper’s journey.
  • 3. 3 Contents 1. Curate Digital Customer Engagement with Extreme Personalization 2. Unified View of Customer: It’s All About Customer Experience 3. How Retailers Can Create the Right Social Circle 4. Customer Loyalty Experience: You Can't Afford to Ignore It 5. Realizing Unified View for Better Customer Engagement: Understanding What to Build Forum Forum TCS Retail Insights, Feb 2014, Issue 3
  • 4. 4Tweet this Curate Digital Customer Engagement with Extreme Personalization DownloadForum TCS Retail Insights, Feb 2014, Issue 3
  • 5. 5 Curate Digital Customer Engagement with Extreme Personalization KEY FINDINGS: • Deep personalization offers an immense opportunity to retailers to counter the commoditization of retail • Build personalization platforms with configurable business rules to drive digital customer engagement • Reduce your customer acquisition and retention cost with meaningful personalization Download Tweet this Forum Forum TCS Retail Insights, Feb 2014, Issue 3
  • 6. 6Tweet thisDownload Unified View of Customer: It's All About Customer Experience Forum TCS Retail Insights, Feb 2014, Issue 3
  • 7. 7 Unified View of Customer: It’s All About Customer Experience KEY FINDINGS: • Unified view of customer is basic pre-requisite for customer centricity and personalized engagement • Combined with profile and behavior, ‘context’ is an effective tool to enable steps to deliver the next best action • Build a customer analytical platform leveraging new data sources to accelerate business value Download Tweet this Forum Forum TCS Retail Insights, Feb 2014, Issue 3
  • 8. 8Tweet this How Retailers Can Create the Right Social Circle DownloadForum TCS Retail Insights, Feb 2014, Issue 3
  • 9. 9 How Retailers Can Create the Right Social Circle* KEY FINDINGS: • A narrow focus of social media on marketing is the major reason for most retailers’ lackluster social media ROI • Social media-driven 360-degree customer views dramatically boost retail performance and keep your customers loyal • Social media offers an unprecedented opportunity beyond marketing to create differentiated customer experience Download Tweet this Forum Forum TCS Retail Insights, Feb 2014, Issue 3 *Based on survey of 650 consumer company executives as part of the TCS Global Trend Study: Mastering Digital Feedback
  • 10. 10Tweet this Customer Loyalty Experience: You Can't Afford to Ignore It DownloadForum TCS Retail Insights, Feb 2014, Issue 3
  • 11. 11 Customer Loyalty Experience: You Can’t Afford to Ignore It KEY FINDINGS: • Loyalty is often a missed component in designing customer experience (CX) strategy • Executing a successful Customer Loyalty Experience strategy will help winning loyal customers & improved profitability • The ‘insight-to-outcome’ design approach will help in generating actionable insights and in offering superior CX Download Tweet this Forum Forum TCS Retail Insights, Feb 2014, Issue 3
  • 12. 12Tweet this Realizing Unified View for Better Customer Engagement: Understanding What to Build DownloadForum TCS Retail Insights, Feb 2014, Issue 3
  • 13. 13 Realizing Unified View for Better Customer Engagement: Understanding What to Build KEY FINDINGS: • Obtaining a ‘unified view of the customer’ is the new collective focus for retailers • Basic customer data integration can be a starting point to achieve universal view of customer • 360-degree customer analytical repositories combined with Big data will help in creating 360 degree view of customer Download Tweet this Forum Forum TCS Retail Insights, Feb 2014, Issue 3
  • 14. Forum TCS - Retail Journal February 2014, Issue 3 Download Contact a Consultant