skip to main content
Close Icon We use cookies to improve your website experience.  To learn about our use of cookies and how you can manage your cookie settings, please see our Cookie Policy.  By continuing to use the website, you consent to our use of cookies.
Global Search Configuration


Digital and omnichannel engagement is having a major impact on the retail industry. One of the emerging trends impacting retailers' business and organizational strategies is connected experiences.


  • Retailers must balance growing market disruptors with customers' increasing expectations.
  • Proactively engaging with customers requires holistic data.

Features and Benefits

  • Assesses how to engage with retail customers through integrated data and technologies.
  • Reviews how integrated customer journeys enable real-time personalized interactions.

Key questions answered

  • What are the greatest challenges for retail marketers in meeting customer expectations?
  • What customer experience management technologies do marketers in retail intend to invest in during 2019?

Table of contents


  • Catalyst
  • Ovum view
  • Key messages


  • Recommendations for enterprises

The road to connected customer pathways

  • Retailers must balance growing market disruptors with increasing customer expectations

Integrating data for unified customer profiles poses challenges

  • Proactively engaging with customers requires holistic data

Building the technology foundation for unified commerce is a priority

  • Integrated architecture creates a seamless flow of engagement

Retailers show progress in organizing employees around the customer

  • A single framework manages and orchestrates content

Marketers anticipate greater personalization from connected journeys

  • Integrated journeys enable real-time and personalized interactions


  • Methodology
  • Further reading
  • Author

Recommended Articles


Have any questions? Speak to a Specialist

Europe, Middle East & Africa team: +44 7771 980316

Asia-Pacific team: +61 (0)3 960 16700

US team: +1 212-652-5335

Email us at

You can also contact your named/allocated Client Services Executive using their direct dial.
PR enquiries - Email us at

Contact marketing -

Already an Ovum client? Login to the Knowledge Center now