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Future of Retail — Customer Engagement


issue 05


and repositories of who we are as consumers. Each and every action we take – from a routine morning coffee stop or an article read on a news site – is fuel for additional, and presumably, better personalisation and targeting at retail. At first, the jury was out on whether the


intimacy between retailers and their customers was friend or foe. Do I want you to understand who I am or do I prefer my privacy? The debate


continues, but consumers now expect retailers to know them online and on the move – and studies show that consumers have come to like it. According to Accenture, consumers want


retailers to know them by name, understand their purchase history and make product recommendations based on past preferences. In a recent survey, 75% of consumers said


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