Retailers think they're winning on customer experience, but data tells a different story:

  • 86% of retailers give themselves high marks.
  • Average customer satisfaction score (NPS) lags behind the industry average.

The key to closing the gap?

  • Focus on loyalty, brand awareness, and employee experience.
  • Embrace new business models (D2C, pop-up stores, etc.)
  • Become more customer-centric with data and insights.

Is AI the answer? This article explores the potential (and challenges) of AI in retail.