Key Points

In collaboration with The Retailer

Customer Experience (CX) continues to be a winning differentiator for retail brands that are striving to satiate the huge appetite for digital and omni-channel experiences. However, they are being held back by traditional CX operating models, which have not kept pace with rapidly evolving customer expectations. This has also brought existing CX supplier relationships into sharp focus.

In an era where hyper-personalization and contextualization have become central to retail customer experiences, collaboration with the right next-gen CX partner is critical. What are then the key characteristics of an ideal transformational CX partner?