The shift to customer experience in Retail

It is now a much-used statistic that by 2020 customer experience overtakes price and product as the key differentiator for brands; not least because the time is now.

Customer experience (CX) has now developed further than managing your relationships in an organized and focused way, as a strategy it reaches into your organization’s culture, governance and technologies. The CX approach is focused on the quality of interactions customers have throughout their journey, and comes from their perception and understanding of their experiences, rather than yours.

Retail has been at the forefront of this seismic shift, because the modern consumer has demanded it.

In this whitepaper we help you get ahead of the curve; we focus on customer experience best practices in play in retail and how disruptive technologies are accelerating retailers’ CX strategies in seamless ways across online and physical stores.