Leading retailers know that the ease with which consumers can search, browse, check out and get after-sales support using their applications – both mobile and web – drive the overall brand experience. They also realise that customer experience during trying times is significantly influenced by the quality of their software applications and digital engagements. The very same applies to employee experience as well, a fact that’s often neglected.
A study by Forrester Consulting, commissioned by VMware, was designed to evaluate executive sentiment about the state of current application portfolios, technology leaders’ ability to create excellent customer and employee experiences, and the connection between the two. 86 per cent of retail CIOs said promoting better customer experience through improved apps is “very” or “extremely” important. However, 85 per cent of respondents said that choosing the right platform for each application (whether on premises, private, public or hybrid cloud) was either “very” or “extremely” challenging.
Share your contact details to hear more from Ed Durbin, Director of Global Retail Industry Group and Jarek Matschey, Retail Industry Director EMEA at VMware, to access the Forrester Study: “Customer Experience Focus is Critical to Retail Success in the Direct-to-Consumer Age” and the NRF 2021: “Retail’s Big Show Key Trends”, as well as to hear more on topics such as:
- Why the right digital platform is key to the success of any retail business
- The challenges around application portfolios in retail and how these can be tackled