How mature is conversational CX in retail?
We surveyed global retail brands to uncover how conversational customer experience is evolving from marketing to support, data, and AI. Get the full picture, globally and regionally, in this in-depth report.Â
Key takeaways about retail CX Maturity in 2025Â Â
53% of retailers struggle with customer engagementÂ
Despite the effort to personalize interactions, more than half of retailers say they aren’t meaningfully connecting with their customers.
21% of retailers are using conversational AIÂ
A small number of retailers are actively using solutions like conversational AI or generative AI to enhance communication, missing out on opportunities for smarter, scalable service.Â
62% lack fully integrated systemsÂ
Disconnected tools and siloed data are holding teams back from delivering seamless experiences. This makes true personalization and connected experiences more difficult.
85% of brands use email for customer communication
Email remains the most-used customer communication channel, especially for automated use cases. But brands are beginning to branch out to more dynamic channels better suited for personalized, engaging experiences.Â
What’s inside the report?Â
This global benchmark report breaks down the CX Maturity of retailers globally, as well as in the Americas, APAC, and EMEA regions. Â
Inside, you’ll discover:Â
- The CX readiness of retailers across the Americas, EMEA, and APAC
- Â A deep dive into the 6 factors that influence CX MaturityÂ
- How brands are investing in AI, automation, and orchestration tools
- Â Key takeaways and the gaps that hold retailers back from maturing
- Â Expert guidance and strategies for retailers to prep for the busiest shopping days in each regionÂ
Whether you’re just starting to digitize or already using conversational AI, this report offers a clear roadmap to building smarter, more seamless customer experiences.