VI FORUM RETAIL CHANNELS 360°. Let's talk about Customer Journey

Final consumer-oriented business models are dominant in today’s world – it’s no different in the furniture industry. We’ve analysed them, drawn conclusions and combined them with a pioneering analysis of customer journeys of Polish consumers.

What affects their decision-making process? What role do specialists (e.g. architects, carpenters) play in the customer journey? What does “omnichannel” mean for the furniture industry? What trends will shape the customer journey in the nearest future?

Justyna Skorupska discussed those issues during the VI FORUM RETAIL CHANNELS 360°. We invite you to attend the Must have! Omnichannel in the Polish furniture industry, i.e. how to cope with the challenges posed by multiple channels lecture that was held on 18 October 2017 at 12:30 p.m. The event will take place at the Courtyard by Marriott Hotel located at ul. Żwirki i Wigury 1 in Warsaw.

The presentation given by Justyna Skorupska debuted the 90-page “Customer Journey in the Polish furniture industry” report prepared by e-point. The Polish Chamber of Digital Economy and the Polish Chamber of Commerce of Furniture Manufacturers have taken patronage over the publication.

Report assumptions

We live in the times of Digital Revolution. One of the most noticeable trends in this revolution is the digitisation of relations between key entities on the market – both B2B and B2C. New models are being developed and the supply chain is shrinking. The direction of changes is dictated by e-commerce and constantly growing expectations of a growing group of so-called digital customers that must be met by companies not only to create a competitive advantage, but simply survive on the market.

The furniture industry is one of key and the most dynamically growing industries that give us pride, but are companies from that industry ready for transformation and digital customers? Thanks to pioneering studies and comments provided by experts, we’ve created a guide showing how Poles buy furniture and what the customer journey in the furniture industry will look like in 2020. This publication provides an insight into understanding 2020 Consumers and allows to start preparations for their arrival today.