Create customer engagement and avoid customer disengagementOnly 18.4% of retailers say they have an optimized or well advanced CX strategy
Retail consumers truly have the expectation of having it all. They want to shop, compare, purchase and receive support any time, day or night, using the desired channel of choice. They wish to choose from automated or human service options based on preference and convenience. To that end retailers need an experience-centric business strategy, with omnichannel capabilities built into their operating model, to truly enable a seamless and enjoyable customer experience (CX) through digital and physical channels.
Get the latest insights, trends and guidance on how to design and deliver an effortless customer experience across your organization. Our Retail Guide to the 2020 Customer Experience Benchmarking Report, with full access to our 2020 CX Benchmarking interactive portal, is your first step towards becoming more customer connected.
Key themes and insights from our experts to accelerate your CX
Understand and personalize experiences
Data management and analytics enables the next generation of innovation for retailers. The more options customers have to engage with your brand, the more data they generate - challenging organizations to harness its power to personalize experiences.
Engage through omnichannel and automation
Retailers must obsess over the customer journey with a goal to make it fully connected and effortless across physical and digital channels. They must leverage customer analytics, voice of the client and automation technologies such as self-service and assisted service to deliver an effortless experience
Optimize and accelerate performance
To achieve an improved and connected CX performance, the forward-looking retailer will need focus on optimizing the organization through an integrated digital strategy, improve their workforce so in-store staff become digital leaders, and by improving technology, by placing your customer at the heart of every technology choice you make by giving the CX team a driver’s seat.