Retailers must provide “unified engagement,” says RCC panelist

Online sales in Canada dropped by eight percent in the first quarter of 2022. More and more vendors are selling direct to consumers, competing with their own retail base. And 66 percent of customers expect retailers to know what they want and understand their needs—but only 32 percent of retailers have the full ability to turn their data into customer experiences.

These were some of the insights shared by Rob Garf, global VP and general manager, retail, for Salesforce. Graf suggests that the solution to this discrepancy is for retailers to offer “unified engagement,” delivering a marketing, digital commerce, and in-store experience that is cohesive. He was part of a panel at the Retail Council of Canada’s STORE23 conference, which concludes today at the Toronto Congress Centre.