Understanding the new customer journey

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FROM SIMPLE TO SPLINTERED TO SEAMLESS: IN THIS NEW TECHNOLOGY-ENABLED WORLD, HOW CAN BRAND MARKETERS AND RETAILERS CAPTURE THE IMAGINATION AND RETAIN THE LOYALTY OF THEIR CUSTOMERS? FITCH BELIEVES SEAMLESS RETAIL EXPERIENCES REQUIRE A NEW APPROACH.

In the beginning, there were shops. We’d pop to the shops, pick up our stuff, go home.

Things were Simple.

Then with the internet, we shopped from home. Now, mobile brings the shops to us, wherever we are – the options are endless.

The customer journey has become Splintered.

In this new technology-enabled world, how can brand marketers and retailers capture the imagination and retain the loyalty of their customers?

FITCH believes that Seamless Retail experiences require a new approach.

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