Resource Library

Explore the key trends and challenges shaping customer behaviours for 2026 and beyond. How do these factors impact the decisions you make as a Customer Service/Customer Experience leader in Retail? Brought to you in association with GENESYS and the CX Network, this insightful ...

Boost your retail performance with our Omnichannel Retail Strategy Checklist - a clear, visual guide that helps brands assess how connected their customer experience truly is. This infographic breaks down the five essential pillars of a successful omnichannel strategy, including unified customer ...

If loyalty points no longer inspire customers, where do brands turn next? Developed alongside the CX Network, this compact yet powerful report breaks down the major loyalty shifts taking shape across fashion, ecommerce, and grocery retail in 2026. Created specifically for Senior CX ...

The CX Retail USA Exchange Post Event Report delivers a comprehensive summary of the key insights, trends, and strategic discussions shaping the future of customer experience in retail. Drawing on perspectives from senior CX leaders across leading U.S. retail brands, the report captures how organ ...

We are delighted to be sharing the Global State of CX Report for 2025, researched by CX Network and their panel of expert CX analysts. Download the tenth anniversary edition of this comprehensive report to learn: How AI is transforming operations Where C ...

In this exclusive interview, Shaz Kahng – Board Director at GoPro, former CEO at Gymboree, and award-winning author – shares insight into why retailers should be prioritizing excellence in customer experience in today's day and age. 

Consumers are becoming increasingly aware of the retail sector’s environmental impact. In this article, retail leader Louise Mitchell shares tips on designing and communicating sustainability strategies that resonate with customers to achieve trust and loyalty from the next generation of environm ...

Customer support provides a crucial touchpoint which can make or break customer experience. A solid customer support function can help retailers stand out from competition, increase customer loyalty, and reduce churn. This article highlights the often-overlooked value of customer support in CX st ...

In an exclusive discussion with CX minds at New Look and Look Fabulous Forever, the #CXRetail team asked key questions around standing out from the crowd and engaging with the customer on a meaningful level. Download your complimentary copy now to read up on their inspring answers >>

The pandemic has prompted a generational transformation in retail, changing the relationship between retailer and customer forever and sparking a whole host of new unmet needs and raised expectations that retailers of every size and scale have an opportunity to capitalise on. Download the report ...