This report combines insights from consumer and business research and industry experts to uncover how retailers can find the perfect balance between customer experience and business efficiency. Against a backdrop of changing regulations, new payment methods, new technologies, new competitors, and new business models, retailers today face the challenge of maintaining differentiation while ensuring efficiency.

Expectations are high and budgets are tight. But challenging times often provide the richest growth opportunities. New technology and rising customer expectations are helping to raise the bar across the industry. And the retailers that stay ahead of the curve, will reap the rewards. The key to success is staying on top of customer demands without adding unnecessary complexity to your business, which poses the question:

How can retailers balance amazing customer experience with operational efficiency?

Report trends   

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Payment experiences     

Contactless payments are growing stronger. But offering a variety of great payment experiences can’t come at the expense of operational efficiency.     

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Unified commerce     

Unified commerce adopters shine brightest. But many retailers still struggle to connect their sales channels.     

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Customer data     

Shoppers expect highly personalized experiences. That’s why retailers are investing in their customer data infrastructures.     

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Fraud defense     

Fraud has more than tripled in 2023. The challenge is to set up defense systems that don’t create additional friction for shoppers.