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Customer experience transformation, or CX transformation, refers to the changes in organizational values, structures, and operations so as to enhance CX by being more customer-centric. Due to the pandemic, many different trends have emerged in the retail sector that have influenced CX transformation. These trends are likely to have lasting effects on customer behaviour and purchasing habits. We will delve further into these trends as we get into today’s article.
We will also go over the key areas of focus in retail CX transformation as well as some challenges that threaten CX transformation.
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There are four main focus areas in organizations where change must occur to address changing trends and provide customers with great experiences at a large scale.
Let’s take a look at some of the most recent trends that are influencing CX transformation in the retail sector:
The following are some challenges that limit customer experience transformation within retail organizations:
Perhaps the biggest challenge to CX transformation is siloed customer touchpoints and data. Customers want organizations to provide them with a personalized shopping experience that caters to their wants and needs. This is hard to achieve when using multichannel data collection platforms that have siloed customer data and independent managed channels. This siloed view of customer data fails to provide a complete picture of customer feedback, making it extremely tedious to extract reliable insights.
Customer service is an extremely critical touchpoint as it has a significant influence on customer loyalty. Slow or reactive customer service, lack of customer insight, inability to arrive at a resolution; all these issues cause significant friction and can make customers frustrated at the business.
Customer Experience Transformation refers to the changes in organizational values, structures, and operations so as to be more customer-centric and enhance CX.
Retail customer experience refers to a customer’s entire experience with a retail organization, across all channels and touchpoints.
Siloed customer data and customer service friction are significant challenges to CX transformation in the retail sector.