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Big ideas for Retail: 9 key CX trends

An industry snapshot

After sustained social and economic disruption worldwide, many emerging customer experience (CX) trends that would likely have taken years to mature have been fast-tracked into everyday retail. With millions of non-essential retail stores forced to shutter their brick-and-mortar outlets and even more consumers left with e-commerce as their only route to purchase – we are looking at a very different landscape. One where digital comes first, and loyalty is hard-won but easily lost.

Download the full report to learn:

What are the biggest customer trends in retail today
How organisations in the industry can act and respond effectively to current changes by incorporating certain strategies
Where we expect 2021 will take us next

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Genesys Cloud

Genesys empowers more than 8,000 organisations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organisations of all sizes so they can provide empathetic, personalised experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organisations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.