Why retailers view CX as a ‘nice-to-have’ rather than a core driver of revenue
Inside Retail
MAY 27, 2025
Pressure to hit short-term sales targets that often overshadows long-term experience investments. Example: A national fashion retailer implemented a new in-store appointment system to reduce wait times for personal styling. The CX team celebrated improved customer satisfaction scores, but after six months, sales remained flat.
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