retailers

Despite increased spending, a new survey finds middle-class shoppers feel underserved by retailers:

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?

Nearly six in 10 respondents plan to adopt AI, machine learning (ML) and computer vision (CV) technologies over the next year to enhance the shopping experience offered in stores and online, according to the Honeywell AI in Retail survey of global retail directors.