This CX Network Market Report focuses on the biggest customer experience challenges in retail and how to overcome them. The five challenges discussed are: the competition between high street and online retail, evolving multi-channel to omni-channel, new innovations and disruptors, creating customer-centricity, and keeping up with digital transformation. The report also includes a case study of John Lewis and an Indian perspective on unique challenges within the Asian market. The report concludes with top tips to tackle the loyalty challenge in retail. The author, Zarina de Ruiter, is the Editor of CX Network and the report was contributed by several industry experts.
