Well, my guess is that you are probably not. Or maybe you think you are but forgot to ask your customers if they actually agree…!? According to a research conducted by Bain & Company, 80% of the companies they surveyed believe they deliver a superior experience to their customers. But when asking the same customers, it turns out that only 8% of these companies were really delivering on that.
As I am preparing for WIRED Retail together with Valtech in London on November 23 2015 it had me reflect more about the challenges retailers face as digital becomes more dominant, and how they transition to becoming customer-centric, fully digital enterprises.