The report highlights five customer experience trends that retailers should be aware of in order to retain and grow their market share. These trends include identity marketing and personalization, curbside assistance, contactless payments, ecommerce accessibility, and frictionless channel integration. The report also notes that government-mandated store closures and stay-at-home orders have accelerated the shift to e-commerce as a survival requirement in retail. By investing in better customer experiences, retailers can enjoy financial benefits, as shown by Bain & Company, which found that a five percent increase in customer retention can lead to a 25 percent growth in profits. The report is based on insights from a panel of retail customer experience experts and is intended to help retailers capitalize on new customer expectations and their sustained desire to shop.
