TELUS and IDC Global Retail Insights have released a new study based on primary research that investigates how consumers want to interact with Canadian retailers. Preferred communication channels are changing significantly, and seven new consumer segments have been identified that will impact your customer experience strategy. In the newly released white paper you will learn about:

  • The level of loyalty each consumer segment has to its retail providers
  • Customer experience performance gaps
  • Key actions to consider to maintain profitable customer relationships

 

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Build your customer experience strategies today by understanding the consumer of tomorrow.

Download the Whitepaper - Are Canadian Retailers Ready for the Future Consumer? Implications for Customer Experience Management

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Customer Experience Maturity Assessment

Designed specifically for retailers by TELUS and IDC, this assessment analyzes current strategy and customer perceptions with the goal of supporting measurable improvement in customer experience capabilities.

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