Retail Technology and Its Impact on Retail Innovation and Customer Experience

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  • 流通テクノロジーが小売企業のイノベーションと顧客体験に与える影響
  • リュウツウ テクノロジー ガ コウリ キギョウ ノ イノベーション ト コキャク タイケン ニ アタエル エイキョウ

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Abstract

The development of technology in retail is expected to change the relationship between customers and retailers, leading to enhanced customer service and more efficient retail management. This paper discusses the typology of technology applied in retail companies and stores. It also shows examples of retailers' use of technology and suggests how technology can be vividly the customer experience, transform the customer journey, improve convenience, and influence purchasing behavior. Finally, technology drivers and inhibitors, as well as privacy issues, are considered.

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