The executive summary shows that retailers face economic pressure, shifting customer needs, and rising expectations for personalised experiences. Despite uncertainty, most are increasing tech investment, especially in analytics, cloud, monitoring tools, and identity management. However, data maturity remains low, with few having a 360-degree customer view or strong data culture. Customer trust in data sharing is also weak. Retailers expect to lose nearly 29% of their customers during the cost-of-living crisis, making loyalty, smart data use, and iterative tech delivery essential for survival and sustainable growth.

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