The report shows that retailers face customer loss, rising costs, and data maturity challenges but remain committed to tech investment. Leaders expect to lose up to 29% of customers as cost-of-living pressures grow, making loyalty and personalisation essential. Retailers see value in using customer and operational data to drive smarter decisions, streamline processes, and deliver seamless digital experiences. The report recommends focusing on quick-win, low-risk tech initiatives, improving loyalty programs, reducing friction in buying journeys, and using automation and analytics to boost efficiency and retention in a turbulent market.

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