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As a result, the customer experience is changing to incorporate new channels and technologies, and retailers must change to keep pace. According to data collected for Aberdeen's upcoming automated store report (publishing July, 2012), retail respondents have, on average, increased their investment in customer experience initiatives by 18%. This speaks volumes to the importance retailers are placing on the customer experience and related insights. Tools that help retailers understand the customer experience have shifted from a "good to have" to a "need to have." This Analyst Insight will examine how retailers use customer intelligence tools to personalize the customer experience and drive higher customer satisfaction and conversion rates.

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SAP, SAP:Report, Customer Intelligence: A Data Driven Approach to the Customer Experience, customer, retailer, e-commerce, e-retailing, retail
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