EKN: Customer Analytics: The Bedrock of the Retail “Singularity”

We’ve called for the industry to do away with the adjective “Omni-channel” when describing retail; for today, there is no other kind. Retailers must be able to deliver a consistent, seamless experience to customers, with the ability to execute based on customer-centric scenarios, rather than product or channel-centric ones. We call this the Retail Singularity. Strong customer analytics, in terms of managing internal and external data, applying proprietary and use-case specific analysis models to make sense of this data, and delivering the insights contextually to the right person at the right time, is a foundational capability in this new age of retail. In the Point of View, we will discuss the importance of deeper customer insights and illustrate key focus areas that retailers should focus on to improve their analytics maturity.