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NEW KIDS ON THE SHOPPING BLOCK
Today’s empowered customers no longer purchase products; they buy experiences. They engage with brands that deliver what they need, when they need it, regardless of the delivery mechanism or channel.
—“THE RISE OF THE EMPOWERED CUSTOMER,” FORRESTER RESEARCH, 2016
On track to make up 40 percent of consumers by 2020, the future of retail is without a doubt in Pivotals’ hands. Yet most retailers are nowhere near ready for the most demanding and empowered shoppers the world has ever known.
Forrester defines empowered customers as those who are open to new experiences, who show increasingly advanced device behaviors and digital expectations, who can easily seek, evaluate, and share information, and who are willing ...
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