历史性的技术融合正在改变零售业务的开展方式,为了赢得未来的客户,零售商需要提供哪些关键能力来满足顾客更高的期望?消费者正享受着以新的方式利用所有类型的技术提升日常生活。为更好地了解新的零售时代对零售商的意义,IBM商业价值研究院调查了顾客的多渠道期望。我们调查了16个国家的30554名消费者(其中中国消费者1799名),目的是了解他们对购物的态度,尤其是在他们采用多渠道购物之时。我 Historic technology convergence is changing the way retail is done and in order to win future customers, what key capabilities retailers need to deliver to meet the higher expectations of customers? Consumers are enjoying the new ways of using all types of technology to improve their everyday lives life. To better understand the implications of the new retail era for retailers, IBM Institute for Business Value investigated the customer’s multi-channel expectations. We surveyed 30554 consumers in 16 countries (of which 1799 were Chinese consumers) in order to understand their attitudes toward shopping, especially when they used multi-channel shopping. I