Consumer engagement initiatives planned by North American retailers for 2020

As of December 2019, 56 percent of North American retailer survey respondents stated that their main customer engagement priority for 2020 was personalization of the customer experience. Improving and personalizing the in-store journey of consumers featured in a number of the top priorities for retailers, with the improvement of mobile tools for sales associates (44 percent) and the alignment of customers' mobile shopping experience (37 percent) also highly prioritized.

Customer engagement priorities among retailers in North America for 2020

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Release date

January 2020


North America

Survey time period

November and December 2019

Special properties

North American retailers

Supplementary notes

Survey respondents were primarily vice presidents and directors of store systems or IT, and C-level executives.
The source does not provide information regarding the number of respondents surveyed in the methodology.

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