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As retail chains grew and expanded into e-commerce marketplaces, in-store associate turnover and customer mobility also increased. In the days before box store chains, repeat customers could reasonably expect sales associates to remember who they were, what their preferences were, and even have a good sense of the items in which they might be interested. Retailers have long sought ways to build long-term relationships with their most important customers. In this case, we speak about curating customer interactions by augmenting store associates with an unprecedented view of consumers, also known as clienteling. The natural extension of personalized digital customer engagement is to bring the same strategy to the physical store. We have previously talked about how Dynamics 365 can deliver personalized digital customer engagement. Learn more about Microsoft Cloud for Retail. Dynamics 365 Commerce assists companies in these efforts with solutions that deliver curated customer interactions, enable contactless selling, maximize physical store revenue, streamline store operations, and reduce loss due to fraud. The result is that they are searching for opportunities to leverage technology to improve and automate the in-store experience, reduce costs, enhance operational efficiencies, and ultimately, enhance customer shopping experiences.Īs the amount of data generated is growing exponentially across the customer journey, from online to in-store and beyond, retailers need to leverage this data to bridge the digital to physical divide in a seamless and frictionless way. Watch the video Enhance customer shopping experiencesĪs physical stores return to pre-pandemic operating capacity, retailers realize the extent to which a new normal for store operations has taken hold.