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State of customer experience in retail

Retailers today must focus on building personalised, seamless and streamlined customer experiences.

This report helps you:
  • Banish bad bots to make self-service a win-win
  • Empower agents with training and technology
  • Tap opportunities for true personalisation

More than three-quarters of business leaders in the retail industry said improving customer experience (CX) is one of their short-term priorities, according to management consulting firm BDO. “The state of customer experience,” a new Genesys report, reveals that CX leaders in retail are focusing their improvements in three key areas: improving efficiency through greater self-service; workforce training and engagement; and not only using data and artificial intelligence for customer understanding and personalisation, but also for upgrading customer data privacy tools and compliance processes.

This report provides retailer CX leaders with insight on the shifts driving these priorities, as well as information on how best to address them. It also spotlights how two top retailers are reinforcing brand trust and increasing agent retention through their CX and employee experience improvements. Download the report today to discover how a focus on these three strategic CX priorities can help you achieve your business goals.

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