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. 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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