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RETAIL REPORT: The Evolution of the Retail Industry CX Solution & Service Investments (spex)

RETAIL REPORT: The Evolution of the Retail Industry CX Solution & Service Investments (spex)

What Are CX Leaders within the Retail Sector Investing in to Enhance Their Customer Strategies?


A sea change in their preferences and expectations. Online and bricks & mortar retailers are continuing to compete

with each other, ensuring they stay relevant and competitive. With shifting consumer attitudes and needs, retailers are now forced to rethink, and in some cases reinvent their channel, product mix and service strategies. This is keeping CX professionals within Retail on their toes.


THE RESEARCH

This report created by the Customer Experience Exchange for Retail is a definitive guide to the top challenges, projects and biggest investment priorities shaping the 2019 strategies of Customer Experience, Services, Digital and Operation Leaders from across the retail industries.

These senior executives have shared their top challenges, plus their investment plans for the next six to twelve months. You can discover the full breakdown of those included in the research later in the report.

Read on to discover what tops the investment plans for 2018 and beyond, and what is keeping CX leaders leaders awake at night!

RETAIL REPORT: The Evolution of the Retail Industry CX Solution & Service Investments

RETAIL REPORT: The Evolution of the Retail Industry CX Solution & Service Investments

What Are CX Leaders within the Retail Sector Investing in to Enhance Their Customer Strategies?


A sea change in their preferences and expectations. Online and bricks & mortar retailers are continuing to compete

with each other, ensuring they stay relevant and competitive. With shifting consumer attitudes and needs, retailers are now forced to rethink, and in some cases reinvent their channel, product mix and service strategies. This is keeping CX professionals within Retail on their toes.


THE RESEARCH

This report created by the Customer Experience Exchange for Retail is a definitive guide to the top challenges, projects and biggest investment priorities shaping the 2019 strategies of Customer Experience, Services, Digital and Operation Leaders from across the retail industries.

These senior executives have shared their top challenges, plus their investment plans for the next six to twelve months. You can discover the full breakdown of those included in the research later in the report.

Read on to discover what tops the investment plans for 2018 and beyond, and what is keeping CX leaders leaders awake at night!

Forrester Q&A: The Role Of Emotion In CX

Forrester Research Senior Analyst, Customer Experience, Joana van den Brink-Quintanilha shares 3 critical questions retails need to understand and measure focusing on the role of emotion in customer experience.

Retail Without Borders

Retail Without Borders

Created ahead of the Customer Experience Exchange for Retail, this exclusive report delves deep into organizations that are focused on their journey to customer excellence, together with thought leadership about where the industry is headed, and what you can do to help safeguard your strategies for the future with insights from some of the top retailers and analysts from across America including Amazon, Jets, Levi’s, Mrs Field and more! 

RETAIL REPORT:CX Solutions & Services Investment Report 2017

RETAIL REPORT:CX Solutions & Services Investment Report 2017

Retail in 2017 is shaping up to deliver a parade of innovative options, widgets, and new players that are designed to wow consumers and drive a sea change in their preferences and expectations.

Online and brick&mortar retailers alike are continuing to compete with eachother, ensuring they stay relevant and competitive. With shifting consumer attitudes and needs, retailers are now forced to rethink, and in some cases to reinvent their channel, product mix and service strategies. This is keeping CX professionals within Retail on their toes.

  • But what specific investments are currently being made to ensure a great CX strategy?
  • How can CX Directors be sure they are utilizing the right partners?

Featuring exclusive insights from CX Leaders and highlighting the key investment plans for the next six to twelve months, this report delves into the critical industry challenges shaping 2017 and beyond!

2017 Post Event Report

2017 Post Event Report

In May 2017, the Customer Experience Exchange for Retail connected 70 C-level executives and VPs/Directors of Customer Experience with a selection of the industry’s leading solution providers to find solutions to the following challenges:

  • Next Generation Customer Care
  • The power of messaging channels and chatbots
  • Driving Engagement and Growth

From AI and machine learning to employee empowerment and everything in between, download this exclusive report to discover what made the 2017 Customer Experience Exchange for Retail US the most successful one yet!