New Customer Behavior Insights and Trends to Drive Customer Satisfaction and Business Growth


The Verint Experience Index Retail Report examines retail consumers’ behavior and preferences, which are essential to consider when fine-tuning your CX strategy – especially as you prepare for the Black Friday, Cyber Monday and holiday shopping rush.

With the level of investment seen in digital solutions since 2020, it’s an uncertain time for many retailers, and finding a balance that offers exceptional online and in-store experiences isn’t straightforward.

Check out the report to learn the intriguing results of this study and what it means for your business, including key insights like:

  • 36% of consumers under 41 prefer to visit stores, compared to over 66% of shoppers aged over 56; 
  • More than 75% of Gen Z and millennials use multiple sources for researching a product; and 
  • Price and digital experience are the biggest CSAT drivers for both Gen Z and millennials. 

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