Retail Guide to the 2020 Global Customer Experience Benchmarking Report

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.