Raconteur: The Future Customer

Disruption is now ever prevalent in the retail industry. The Future Customer report, published in The Times, discusses how the battle between big enterprises and agile customer-centric startups for consumers’ trust and data is beginning to define an industry.

Consumers are growing increasingly demanding for personalised messaging which is driving retailers to abandon the madness of mass Black Friday led promotions in favour of direct-to-customer messaging.

The Future Customer report discusses key areas where changes in customer expectations are having dramatic effects on the industry.

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Key findings in this report include:

  • 83% of large organisations surveyed state they are engaging with startups to solve technological problems.
  • 54% of customers are being driven away to the competition by poor customer service.
  • Black Friday has evolved, with 36% of consumers saying they are no longer interested in promotions on the day.