Special Report: CX Trends in Retail

The retail experience has largely changed in the past year — customers now see the benefit of a hybrid shopping experience that blurs the lines between traditional in-store experiences and modern digital interactions.

Although individuals used to consider online shopping an entirely independent venture, services like buy-online, pick-up in-store have led customers to adopt a more flexible view of the retail experience. This new outlook has led to heightened expectations, and interestingly, may have flipped the standards for each service experience. Customers now expect in-store experiences to match the ease and convenience they receive online, and want digital experiences to leverage the depth and personalization of an in-store experience.

Now, to support customers in a hybrid retail reality, companies must work to connect their service channels and adopt an omnichannel approach. Additionally, with a continued blurring of in-person and digital retail experiences, organizations need to improve their channel offerings to support new interactions and personalize experiences across virtual channels like video and voice to engage customers in 2021.

This report will cover:

• New customer experience trends in the evolving retail space
• Solutions that will help optimize the hybrid retail environment
• The role of data and personalization in facilitating more modern and meaningful customer interactions