LivePerson2025零售业重塑数字时代构建以关系为核心的零售体验报告英文版40页.pdf

Retailreimagined:

Buildingrelationship-

centeredexperiences

inthedigitalage

HowAI-poweredsolutionsarecreating

connectedexperiencesacrosstheretailecosystem

I

Executivesummary

Theretailindustryin2025facestransformativechallengesandopportunities.Whilethesector

haslargelyreturnedfrompandemicdisruptions,permanentchangeshaveemerged:the2024

holidayseasonmarkedthefirsttimeonlinetransactionsexceededin-storepurchases,yet

physicalretailremainsdominantwithover80%oftransactionsstilltakingplaceinphysical

storesandGen-Zsurprisinglypreferringin-storeexperiencesmorethantheirMillennial

predecessors.

Retailerstodayfacethreecorechallengesrequiringinnovativeapproaches:

1.Shiftingconsumerandassociatedemographicstowarddigital-first

customersandemployees

2.Growingexpectationthatexperienceswillbepersonalized,whichcanalso

increasebasketsizebyupto40%whilebuildingstrongercustomerloyalty

3.Persistentstaffingshortagesrequiringnewdigitalapproachestoassociateengagement

andretentionthatdrivebrandloyaltyamongstaffinthesamewaywedowithconsumers

Thiswhitepaperexamineshowretailerscanaddressthesechallengesbytransforming

experiencesacrossthreeessentialdimensions:customerinteractions,associateengagement,

andbusinesspartnercollaboration.Byfocusingonthesethreeinterconnectedareas,retailers

cancreateconnectedexperiencesthatdriverevenuegrowth,operationalefficiency,and

competitiveadvantage.

Weexplorehigh-impactusecasesacrossretailsegments,fromluxuryto

grocery,andprovideapracticalimplementationframeworkforretailers

readytoleadtheexperiencerevolution.Successrequiresthoughtful

integrationoftechnologywithexistingpeopleandprocesses,

buildingoncurrentstrengthswhiledevel