As mobile continues to expand, having the ability to provide a synched, seamless customer experience will emerge as a key differentiator for retailers. A study from the Aberdeen Group found that retailers with the strongest omnichannel customer engagement strategies retain an average of 89 percent of their customers, compared to 33 percent for brands that place no emphasis on omnichannel whatsoever. Whether a mom-and-pop shop or a multibillion dollar retail giant, successful online retailers will need to focus on creating quality, unified experiences across all digital channels and touchpoints in the coming year, no matter if the consumer is shopping in New York or San Francisco, from a desktop or a mobile device.
Rory Dennis, Co-Founder & GM, North America, Amplience
Rory co-founded Amplience and is GM of Amplience in the United States, developing Amplience's presence in North America. Rory previously worked as Business Development Manager for O2 Telefonica's Interactive Media Team.