Why retailers view CX as a ‘nice-to-have’ rather than a core driver of revenue
Inside Retail
MAY 27, 2025
In 2025, retail is definitely a battleground where the customer experience (CX) can make or break a brand. In an industry where 86 per cent of consumers are willing to pay more for a great experience, yet only 22 per cent feel that retailers truly understand their needs, the gap between expectation and execution is massive.
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