If there was an award for Buzzword of the Year, Digital Transformation would obliterate the competition. It may be overused, but digital transformation is a very real strategy that is changing the customer experience for retailers.
Simply put, achieving digital transformation allows retailers to combine the physical and digital customer experience into one seamless occurrence. According to a Walker study, 85% of buyers will pay more for a better customer experience. By 2020, customer experience will overtake price and product as key brand differentiators. This stat alone should be enough to have retailers doubling down on their digital strategies. However, implementing digital change is something that many retailers struggle with, mainly because a lot of companies don’t know where to begin.
https://www.retailtouchpoints.com/features/executive-viewpoints/how-does-your-customer-experience-stack-up/
