Why retailers view CX as a ‘nice-to-have’ rather than a core driver of revenue
Inside Retail
MAY 27, 2025
Example: A specialty grocer rolled out 25 different CX improvements in a year, from mobile checkout to AI-powered recommendations. Redirecting efforts into express checkout lanes and self-service kiosks led to a 40 per cent reduction in wait times and a 15 per cent lift in customer return rates.
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