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The Customer Experience (CX) Revolution in Retail

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If you talk to any CX leader, they’ll say that delivering a great customer experience has never been more challenging — or filled with more opportunity. COVID-19 has activated the second wave of digital transformation and this research report examines how retailers are responding. Download a copy to get the full findings, which include:

  • 58% of customers say their service expectations are higher than a year ago;
  • 49% of customers do not believe retailers can deliver excellent customer experiences in a completely digital way; and
  • 72% of customers say their channel preferences vary by context.

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