If you talk to any CX leader, they’ll say that delivering a great customer experience has never been more challenging — or filled with more opportunity. COVID-19 has activated the second wave of digital transformation and this research report examines how retailers are responding. Download a copy to get the full findings, which include:
- 58% of customers say their service expectations are higher than a year ago;
- 49% of customers do not believe retailers can deliver excellent customer experiences in a completely digital way; and
- 72% of customers say their channel preferences vary by context.