科尼尔（Kearney）：2024零售创新和顾客期望的较量：谁滞后了？（英文版）（26页）.pdf

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1、0101Retail Innovation vs.Customer Expectation:Who is falling behind?FEBRUARY 2024 0202Table of contents01Executive summary02Introduction7 Innovation pockets across retail organizations7 Key hypothesis8 Methodology for this study4 Executive summary03The retail consumer reality10 Overall dissatisfacti

2、on with digitization in retailers10 Brick&mortar alone is no longer enough11 Consumer purchase journey04State of digitization in KSA retailers16 Sector maturity across key retail sectors17 Ineffective use of customer data17 Challenges in increasing the impact of ad campaigns18 Quality of post-purcha

3、se engagement18 Challenges at different points of the sales journey05The way forward:A digital playbook for retailers20 Advertising21 Branding22 eCommerce23 Supply chain24 In-store experience06References&credits25 References&credits02030301Executivesummary030404he pace of innovation in Saudi Arabia

4、holds significant potential for retailers across sectors.As the Kingdom continues to accelerate its innovation economy,new digital business models are rising,and consumers are leaping ahead of the curve in adopting innovative shopping experiences.Yet,retailers still seem to be lagging in digitizing

5、across their service offering.This paper explains the reasons behind the current gap and provides a forward-looking guide for retailers navigating the evolving digital landscape in the Kingdom.Saudi Arabias current innovation potential is underscored by its remarkable 97%internet penetration rate in

6、 2023.1 The Saudi consumers digital prowess is evident in their engagement,surpassing 5 hours of daily mobile use2 and heavily relying on social platforms for product discovery.This significant technological shift aligns the Saudi market with global trends,particularly in e-commerce,which is project