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Why retailers view CX as a ‘nice-to-have’ rather than a core driver of revenue

Inside Retail

Example: A specialty grocer rolled out 25 different CX improvements in a year, from mobile checkout to AI-powered recommendations. Instead of standard brown shipping boxes, they designed a mystery vault package that revealed hidden messages when scanned with a phone. Despite heavy investment, customer retention hardly improved.

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Jason & Scot Show Episode 304 ShopTalk 2023 Recap

Retail Geek

48:14] You know Amazon talked about how they’re seeing that they now have 600,000 skews that they ship in 90 markets same day. [48:24] 48:24] And so the big question is what’s the right 600,000 excuse to ship and and which ones in which markets.