The 2023 RSR Executive Perspectives report shows that retailers must shift from product-centric to customer-centric strategies to stay profitable in the digital era. Shoppers demand personalization, with over 40% wanting offers tailored to their behavior, but fewer than 4 in 10 feel retailers deliver. Competing only on price and convenience pits retailers against giants like Amazon, making relevance essential. Customer-centric approaches include segmentation, personalized coupons, digital experiences based on search intent, and omnichannel fulfillment. Overperforming retailers integrate physical and digital channels, build unified customer views, and focus on intent-driven personalization to boost loyalty, margins, and long-term growth.

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