In Brief

Industry experts provide insights into how retailers are implementing customer-first organizations

The Future of Retail 2017, PSFK’s newest report, examines the current retail landscape and provides insights into an industry that is increasingly data-centric and online-based. Below is a preview of some of our statistical analysis of consumer needs and behaviors, purchasing habits and service experiences. Download the report to read how these trends are shaping brand experiences and retail strategies to transform an organization for both customer and stakeholders.

Retail Ubiquity: As customers are gaining access to multiple communication channels, they’re becoming more knowledgeable of the products at hand.

83% of global customers check multiple screens at once; they use, on average, 2.23 devices at the same time.
State of Content Report. Adobe, 2015

Prompt & Personalized Service: Because digital retail makes it easier to deliver catered, personalized customer service, brick and mortar retailers need to quickly carve out the customer’s path to purchase.

75% of online customers expect to receive personalized assistance within 5 minutes.                                                       Customer Experience: Creating Value Through Transforming Customer Journeys. McKinsey & Company, 2016

Cross-Channel Consistency: Retailers need to leverage data-collecting tools in order to give consumers the access and knowledge to materials they want, as indicated by their shopping behavior.

75% of US and UK customers are more likely to purchase from a retailer that knows them by name, remembers their purchase history, or recommends products based on previous purchases. Personalization Pulse Check. Accenture Interactive, 2016

Nurture The Customer Base: Create loyal, dedicated consumers by leveraging in-store technology and ensuring quality service.

52% of US digital customers have switched between brands due to poor service; the estimated cost of customer switching due to poor service is $1.6 trillion.                                                         Digital Disconnect In Customer Engagement. Accenture Strategy, 2016

Differentiate From Competitors: Though customers have multiple purchase paths, you can make yours stand out by consistently providing personalized service.

89% of brands expect customer experience to be their primary differentiator by 2017.                                                                                    Insights: Customer Experience. Gartner For Marketers, 2016 on margins, sales and profits.


Join us in NYC on Jan 17 for our Future of Retail 2017 launch event. The event is geared for any retailers, brands, agencies, technology companies and service providers looking to translate the trends included in our flagship report in actionable business practices.

Purchase Tickets Here


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Built on a robust study of trends and patterns in the market, the Future of Retail 2017 report offers transformational strategies for a customer-first business. The directional playbook from PSFK‘s research team helps business leaders drive success with insights into empowering employees, optimizing operations and leveraging technology. 

The Future of Retail 2017, PSFK’s newest report, examines the current retail landscape and provides insights into an industry that is increasingly data-centric and online-based. Below is a preview of some of our statistical analysis of consumer needs and behaviors, purchasing habits and service experiences. Download the report to read how these trends are shaping brand experiences and retail strategies to transform an organization for both customer and stakeholders.

Retail Ubiquity: As customers are gaining access to multiple communication channels, they’re becoming more knowledgeable of the products at hand.