Shifts in Retail: How Digital Acceleration Changed the Industry

This report draws on the insights and experiences of a leading research group of CX experts from across Europe and the Americas, to find out what the key trends are in retail, how brands are adapting and operating to these trends, and how some brands have mastered customer experiences across different retail categories.

Download this report to discover:

  • How the disruption of 2020 has impacted the retail industry
  • The ways in which the advancement of digital transformation initiatives has been necessitated
  • How brands are driving effective customer service in ‘the new normal’
  • Why a focus on agent experience has become necessary for delivering exceptional customer experiences