CX in Retail: A Report into Senior CX Executives Investment Priorities from 2017 to 2019
The last 5 years have seen technological advancement in many ways, beyond many expectations. For the customer experience arena in particular, the rise of convenience in retail has seen consumers truly take control. They choose the brands they interact with, with the full backing of millions of reviews on social media, when and how they interact with them and set their expectations higher and higher each year.
As we look towards 2020 and map out our strategies that must both delight and retain today’s customers as well as be agile enough to adapt to the customers of the future, we also look over the last 3 years of solutions and service demands within the customer experience space.
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