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Loyalty in the Age of Digital Noise: Crafting Empathetic Customer Journeys in Retail

New research shows CX-specific solutions benefit the customer and the business in the retail industry.

What are retail CX leaders saying?

Breaking through the digital noise to capture consumers’ attention requires delivering empathetic experiences based on understanding consumer needs and preferences. New research indicates that 72% of retail CX leaders find it challenging to anticipate customer preferences and expectations.

CSG commissioned Forrester Consulting to survey 484 global CX leaders about their CX experiences and challenges. Here’s what we learned from 122 retail CX leaders:

Learn from Your Peers in Retail

  • Top challenges retail leaders are facing in delivering successful CX
  • Customer engagement solutions and resources CX leaders are implementing to overcome those challenges and meet customers’ high expectations
  • Customer journey management best practices that can be implemented quickly to improve customer satisfaction and loyalty

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