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.