Clienteling Grows Up: How Retailers of All Kinds are Leveraging Tech to Deliver One-to-One Personalization

Consumers today have more ways to communicate with brands than ever before: think social media, messaging apps, live video platforms and even gaming environments, not to mention those old standbys the website and store.

Add to that the fact that retailers now have loads of data about their customers — so why do so many shopper journeys remain resolutely un-personalized? The most successful retailers today are using this rich data in tandem with new technology to build relationships with their most valued customers, not only online but also in stores.

This Retail TouchPoints report explores the tools and tactics enabling retailers to offer high-touch service at scale, including:

  • Techniques for centralizing and then contextualizing consumer data to help build customer connections;
  • Ways to deploy new technologies intelligently to deliver on the mantra of “right message, right channel, right time”; and
  • How arming associates with the tech and training they need can not only deliver better customer experiences but improve the associate experience as well.

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