Are retailers ready to link IT investment to customer experience? New report tracks multichannel experiences

Listening to retail executives at NRF BIG Show 2018 this week, you would have heard all about the importance of the customer experience. If there's a tough decision to make, use your customers' interests as a guide and chances are you can justify your choices - or at least your intent - later.

Customers reach retailers from lots of channels, that is understood. And new data suggests that retailers have learned to love their multichannel customers, who spend an average of 9.2 percent more than store-only shoppers, according to large retailers surveyed for a new report (registration required) by IDC on behalf of DXC Technology.


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About Jason Gumpert

As the editor of, Jason oversees all editorial content on the site and at our events, as well as providing site management and strategy. He can be reached at

Prior to co-founding, Jason was a Principal Software Consultant at Parametric Technology Corporation (PTC), where he implemented solutions, trained customers, managed software development, and spent some time in the pre-sales engineering organization. He has also held consulting positions at CSC Consulting and Monitor Group.

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