Market Report: The Biggest Customer Experience Challenges in Retail

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The challenges facing CX practitioners in the retail industry range from industry-specific obstacles, such as bricks and mortar vs online, to those that affect the entire customer experience market, such as achieving cross-sector and company wide customer-centricity.

In this report, we cover the biggest challenges as cited by our expert contributors, including Waitrose, Altimeter Group, Unicomer, Future Group, boohoo, and more, combined with our independent research into the critical CX challenges facing the retail industry.

Our research – taken from our recent annual survey – draws and examines the views of CX practitioners highlighting the industry trends, challenges and investment priorities of CX leaders for the coming 12-18 months.

With over 780 responses, the 2017 edition of The Global State of Customer Experience will be launched in June, however we are able to highlight some of the insights within this report, including the critical challenges facing CX practitioners and the steps they are taking to overcome these.