Retailers Prioritize Multiple Goals In The Coming Year AMERICAS (N=148) EMEA (N=107) Attracting new customers 86% Attracting new customers 87% Building stronger brand loyalty/retention 75% Personalizing the customer experience 79% Improving customer insights 74% Improving customer insights 79% Personalizing the customer experience 74% Understanding changing market dynamics 74% Understanding changing market dynamics 66% Integrating online and in-store experiences 70% Integrating online and in-store experiences 73% Building stronger brand loyalty/retention 73% Increasing brand awareness 65% Increasing brand awareness 67% Responding to changing consumer expectations 80% Responding to changing consumer expectations 80% APAC (N=71) Personalizing the customer experience 87% Understanding changing market dynamics 82% Improving customer insights 80% Building stronger brand loyalty/retention 79% Integrating online and in-store experiences 73% Responding to changing consumer expectations 79% Increasing brand awareness 65% Attracting new customers 83% Top Goals By Region While strategic goals vary by region, attracting new customers is a top priority for all retailers. 5 © FORRESTER RESEARCH, INC. ALL RIGHTS RESERVED. 4 Base: 326 B2C strategy decision-makers in the retail industry in the Americas, Europe, the Middle East, and APAC Note: Showing “Critical” and “Important” responses Source: A commissioned study conducted by Forrester Consulting on behalf of Mastercard, March 2024
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