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The Customer Experience Black Hole

Retailers agree: Exceptional customer experience is pivotal for long-term retail success. However, a recent study of more than 300 U.S. retailers revealed customer experience initiatives can often feel like a black hole, consuming much of their organization’s time and resources with only a limited view of its real-life execution.

There are huge retail opportunities in illuminating and strengthening the execution of customer experience initiatives. In this report, we highlight the three elements of the Customer Experience Black Hole:

•  The brick and mortar void

•  An abundance of measurement tools

•  Divergent department flight paths