State of Customer Engagement Report 2022: What Does it Mean for Retailers?

The retail industry is witnessing a significant shift in customer engagement, driven by the pandemic's explosion of e-commerce. A recent survey of 3,400 B2C companies and 4,500 consumers revealed that companies embracing digital customer engagement saw an average revenue growth of 70%. However, there are key differences in perception among retailers and consumers about how to use digital engagement effectively. Personalization efforts, while well-intentioned, may need a boost as consumers become increasingly fatigued by too much digital interaction. Furthermore, the rise of cookieless browsing poses a significant challenge for retailers relying on third-party cookies to gather customer data. To overcome these challenges, retailers must innovate new ways to make every touchpoint unique and memorable, leveraging tools like customer data platforms to gain a unified view of customer behavior. Ultimately, engaging smarter, not harder, will be more effective in the long run and present less risk of burning customers out with needless interactions.

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