Unleashing
Why take steps to
Retail has been disrupted by the move to digital—and more so than any other industry. At the same time, consumers are becoming more demanding than ever, with competitive pressure intensifying the need to satisfy and even exceed customers’ expectations while cultivating their loyalty. Harnessing data to foster customer engagement and an intimate emotional bond with shoppers is key to overcoming this challenge.
It’s all in the numbers...
Data is at the heart of creating hyper-personalized offers, ensuring that offers resonate with customers, and supporting the omni-channel experience. But retailers must take the right approach to handling that data, which means:
Retailers are reaping tangible gains from using modern cloud architectures and data in their customer engagement initiatives.
TIBCO empowers retailers to move from storing data to:
To learn more, visit us today at www.tibco.com/solutions/retail
1 Accenture Interactive; 2 National Retail Federation; 3 Forrester Research; 4 McKinsey & Company; 5 Forrester Research; 6 TIBCO internal data
with TIBCO.
Data gives wings to
Following the path to
to create a fully connected enterprise, with seamless connections to any application or data source
using actionable data layers to reduce data complexity and volume
that’s consistent and trustworthy and attaining data governance which, together with 360-degree views, fosters business innovation and progress
not just some stakeholders, by giving them the tools and data required to optimize operations and reshape customer experiences
using analytics to ask and get the answers to “what-if” questions, get recommendations for next actions, obtain feedback, and quickly adapt to changes in customer demand, preferences, and other factors as well as using solutions to take action based on recommendations and insights (for example, sending an alert to inform customers of a targeted offer)
and automated decision-making to forge real-time connections with and responses to customers
Improving the customer experience with data at the core allowed Cosentino to increase customer satisfaction by 30%.
Introducing DSoul, an application used for checking all catalogs and customer histories, netted Desigual a 2% increase in in-store sales.
Tying website orders to the customer relationship management (CRM) system bolstered Blendtec’s e-commerce sales by 50%.
Creating omni-channel experiences for customers yielded Ulta Beauty a 10% year-over-year increase in revenue growth—and a 14% boost in loyalty program membership.
Improving customer intimacy with predictive, data-driven offers
Accelerating time-to-market with better collaboration across all business lines and streamlined customer processes, journeys, and experiences
Enhancing competitive differentiation with automated and intelligent processes powered by machine learning (ML) and artificial intelligence (AI)
Scaling digital business with AI-powered, event-based architectures that reduce costs, increase revenues, and drive customer satisfaction in real time
Rapidly reacting to changing market conditions through continuous monitoring
Consumers crave and react better to customized offers
60% of consumers believe retail investment in technology is improving their overall shopping experiences
of retailers lack the right capabilities, human resources, technology, and processes to improve
Companies that personalize the shopping experience across physical and digital channels can achieve revenue increases of
enhance customer engagement?
doing data right.
transformation and success.
Overcoming data challenges
91% of consumers are more likely to shop with brands that provide relevant offers
Consumers want truly omni-channel shopping experiences
Experience-based commerce is increasing in importance, but retailers haven’t yet made the changes necessary to adopt an experience-based commerce model
A better customer experience and a heightened emphasis on personalization benefit the bottom line
Top-performing brands average 17 emotionally positive experiences for every negative experience...
...but the lowest-performing brands provide only two emotionally positive experiences for each negative one
91
60
85
5
15
17
Sources:
It all happens via TIBCO’s
LEVERAGING TECHNOLOGY
AVOIDING DATA SWAMPS AND DATA SILOS
LEVERAGING CLEAN DATA
EMPOWERING ALL DECISION-MAKERS
ADAPTING FOR SUSTAINABLE INNOVATION
HARNESSING REAL-TIME ANALYTICS
to
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%
3
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4
1
2
the customer experience and monetize their data
5
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the Power
of Data in
Customer Engagement
Why take steps to
enhance customer engagement?
®
Connected Intelligence Platform.
PRESENTED BY
®
Retail has been disrupted by the move to digital—and more so than any other industry. At the same time, consumers are becoming more demanding than ever, with competitive pressure intensifying the need to satisfy and even exceed customers’ expectations while cultivating their loyalty. Harnessing data to foster customer engagement and an intimate emotional bond with shoppers is key to overcoming this challenge.