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. Despite heavy investment, customer retention hardly improved. After doing a deep dive into data, they discovered that a whopping 80 per cent of customer frustration stemmed from long queues.
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