Getting to the Root:

Customer Experience in Retail

Improving customer experience (CX) doesn’t start with the customer—it starts behind the scenes by ensuring vision and actions are aligned (and measured) across an organization. In researching more than 300 retailers and 650 shoppers, we explore the ins and outs of truly improving customer experience.

The Retailer Black Hole

89% of retailers agree that long-term success relies on customer experience success. Brands have plenty of ways to track and understand every aspect of their online business. But the in-store experience? Not so much. Customer experience can feel like a black hole to retailers, consuming much of their organization’s time and resources with only a limited view of its real-life execution. In our latest research, we uncover 3 opportunities in the customer experience black hole.

Brick and Mortar Void:


of retailers are only using sales to measure the in-store customer experience.

Fragmented Tools:

tools used by retailers to track and measure customer experience.

Siloed Efforts:


of retailers believe they should do a better job sharing CX insights across the organization.

Beyond the Buzzword: Webinar Series

Coming October 2018

Studies in Customer Experience

There’s a lot of talk about customer experience right now, but no one understands it better than the retailers and industry leaders driving change and tackling today’s challenges. Our VP of Product, Sarah Kampman, is interviewing them for our latest blog series, A Study in Customer Experience.

Is Consistency Still King?

In the first of a series, we explore the challenges and solutions for brands to consistently delight customers today.

Next blog coming soon!

Next blog coming soon!

Next blog coming soon!

But wait… there’s more!

Coming Soon:

  • Fall 2018 Report: Navigating Brick and Mortar Blind Spots in the Age of Customer Experience
  • Blog Series: What retailers are saying—and really doing—about customer experience
  • Webinar Series: Beyond the Buzz: Customer Experience in Practice

Want to see a preview of what’s to come? See the first look of our next research report!

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