This report explores the importance of customer experience (CX) in the retail industry, using examples from brands such as Amazon, Apple, and Disney. The research from global cloud communications provider Infobip found that customers are more likely to engage with a business if they receive messages on their preferred channel. The COVID-19 pandemic has greatly disrupted the retail industry, with digital channels becoming crucial for delivering services to customers. However, some brands struggled to adapt, providing frustrating experiences to customers. The report emphasizes that the experiences delivered during times of stress can have a significant impact on customer retention and loyalty.
