Why retailers view CX as a ‘nice-to-have’ rather than a core driver of revenue
Inside Retail
MAY 27, 2025
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. A simple content overhaul reduced returns by 22 per cent and boosted both CX and profitability.
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