February 11, 2021
Our new Verint Experience Index: Retail report ranks 25 top retailers in the U.S., provides illuminating data on rapidly changing customer needs, and offers best practices brands can implement today.
This year’s findings are especially timely for the industry, as brands are coming out of the holiday season strategizing to improve on customer experience in 2021. For instance, we found that:
The customer journey also yielded some surprises. Given social distancing requirements in place during the pandemic, it’s not surprising that digital is growing, but it turns out that the customer journey is still multi-channel and complex:
Changes in customer behavior are a constant, as every retailer knows. And 2020 introduced unique challenges, both for customers and for the retailers they engaged with.
With Coordinated CX, Retail Opportunities are Boundless in 2021
How important is customer experience to loyalty, sales, and engagement?
Great CX leads to an 90% higher intent to purchase online, a 71% higher intent to purchase in-store, and a 88% higher recommendation intent.
Read the full Verint Experience Index: Retail report to gain critical insights into 2020 lessons learned and how brands can leverage those findings to propel CX results in the coming year.
CX Best Practices, CX Strategy, NPS, Research & CX Data, Retail, ROI of CX