现代零售业可衡量的投资回报率：客户体验创新者特别版

Measurable ROI in modernRetail: A CX Innovatorsspecial edition.Stories from the 2025 CX Innovators Awards Winners. Special edition introduction. The modern retail environment is a high-stakes arena, demanding that leaders move beyondtactical fixes to achieve strategic, unified operations that directly impact P&L. With customerexpectations growing and the complexity of omnichannel fulfillment straining margins, the keyto competitive advantage lies in elevating customer experience as a critical growth driver. The2025 CX Innovators Awards serve as a definitive benchmark, recognizing the organizationsthat have successfully deployed intelligent technology to master this transformation.The data speaks for itself:•Grupo Purdyshifted from reactive customer surveys to a real-time, insight-driven feedbackecosystem, resulting inimproved NPS scores by up to 15 pointswithin six months.•Quadientshowcased the power of self-service, increasing containment rates from10% to a staggering 44%and cuttingcall handling times by 45 secondswith AI summaries.•Rocky Brandsimplemented an AI chatbot that handles 40% of chat interactions, helping to maintain anabandonment rate of below 10%.•Serta Simmons Beddingconsolidatedsix separate platforms into a single, unifiedplatformfor complete customer context, a crucial step in simplifying the agent experienceand improving efficiency.•United Rentalsaccelerated its workforce readiness byreducing agent training timeby 50%and achieved76% intelligent routing accuracyacross over 1,400 locations,proving that massive scale can still feel personal.Dive into the full stories to see how vision and technology converge to deliver industry-leading leader focused on digital maturity, operational ROI, and maximizing customer lifetime value.We move past abstract theory with the blueprints of five industry trailblazers, showcasingconcrete, measurable success in addressing the most pressing retail challenges.You will see firsthand how these pioneers are: •Unifying the Omnichannel Experience:Consolidating fragmented B2B/B2C and physical/ digital support systems to ensure a single, consistent customer experience.•Driving Massive Operational Efficiency:Leveraging intelligent automation to dramaticallyreduce labor costs and scale support without adding headcount, particularly against thevolatility of peak seasons.•Translating CX into Financial Results:Connecting real-time customer feedback (NPS,CSAT) directly to operational workflows for immediate, measurable brand loyalty andretention gains.outcomes and prove that exceptional CX is the defining competitive advantage in modernretail. Table of contents Grupo Purdy04 Quadient05 Rocky Brands06 United Rentals08 Our esteemed judges09 MOMENTUM LEADERHONORABLE MENTION Grupo Purdy’s CX vision.Grupo Purdy regards feedback as intelligence that empowers every team member to nurture customer loyalty. •Improved NPS scores by up to 15 points withinsix months.•Increased response rates and acceleratedresolution times with real-time alerts.•Strengthened customer advocacy throughsegmented follow-ups and AI-driven journeyoptimization. A better way to understand and act on customerfeedback.Grupo Purdy relied on reactive surveys that delivered insights too late to resolve issues. The company gathered feedback slowly throughdisconnected channels, leaving advisors and managers withoutvisibility into customer sentiment. When problems surfaced in quarterlyreviews, opportunities to strengthen loyalty had already passed.To solve these issues, the company deployed Talkdesk CX Cloud®, Turning feedback into actionbefore the moment passes.Grupo Purdy operates Costa Rica’s leading automotive Talkdesk Interaction Analytics™, and Talkdesk Quality Management™to build a real-time feedback ecosystem. Grupo Purdy expandedcollection channels to WhatsApp, the web, and phone, integratedreal-time alerts for NPS detractors, and created dashboards that linksentiment to advisor and branch performance. The team embeddedCX metrics into OKRs, launched CX Labs for experimentation,and established a Champions Network to drive adoption.Using Talkdesk solutions, Grupo Purdy turned feedback into“We shifted from reactive surveys to a real-time, insight-driven ecosystem. This drove fasterresolutions and measurable gains of up to 15points in IPN within six months. We’ve fostereda culture of co-creation and accountability that makes customer experience a competitiveadvantage.”DANIELA GOMEZ, INNOVATION MANAGER, GRUPO PURDY company, selling and servicing vehicles across multiplebrands and locations. The customer experience teamserves thousands of buyers and service customersthroughout the ownership lifecycle. customers signal concerns, delivering personalized follow-ups to high-value clients. The team piloted AI tools, including a GPT-based salesassistant and digital behavior heatmaps that streamline journeysand increase conversions. Quadient’s CX vision.Quadient believes simple questions deserve i