Research report

Retail's Empathy Gap

Consumer expectations outpace reality in today’s experience economy

This report found:

  • 66% of consumers expect to easily compare price points and access item descriptions
  • 48% prefer to contact customer service via a phone call
  • 21% are confident the return process will be easy

A new Genesys report into the consumer retail experience finds that online retailers are not providing the experience that shoppers are looking for at key points along the buyer’s journey. We surveyed more than 3,500 global consumers to understand where customer experiences are succeeding and where they’re stalling.

Download the report for insights, opportunities and the path forward for retailers wanting to empower customers with seamless experiences.