The State of Customer Experience in Retail - Industry Report

We asked our global retail community about their concerns and priorities on Customer Experience in Retail which you can read in full in this industry report.

Today's operating environment for retailers is tougher than it's ever been. Customers can buyfrom anyone, anywhere in the world at the click of a button, and can tell billions of people in asecond everything they're thinking. Consumer based technology is also advancing more rapidlythan retailers can integrate it within their businesses, making customer expectations evenharder to meet and delivering a consistent and holistic omni-channel customer experienceparamount to the success of the industry as whole.

But what exactly is customer experience and why is it so important?

What is customer experience?
A great omni-channel customer experience hinges on an organisations' ability to put
the customer at the heart of the business. This video, produced by the Customer
Management Exchange Network, serves to demonstrate the importance of customer
experience in today's operating environment, touching on critical strategic issues suchas customer loyalty, accountability & ROI, social media and customer centricity.

To better understand where the customer management for retail market is headed, the
Customer Management Exchange Network examined the primary challenges facing CMOsand VPs/Directors of Customer Experience, Marketing, eCommerce and Retail from Fortune 500 retailers.

We asked our global retail community about their concerns and priorities for the coming
year, to develop a comprehensive understanding of the market today. In addition to the chart below this report contains highlighted extracts from the respondents on their top drivers for planned investment in customer experience products and services.

To read in full, please download the report.

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