Create customer engagement and avoid customer disengagement

Only 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.


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