Capitalizing on retail CX when physical and digital spaces merge

Retailers must embrace a digital-first approach to conversations with customers—even in physical spaces.

Retailers must embrace a digital-first approach to conversations with customers, knowing how to anticipate their needs to become customer champions. But how do you “anticipate” needs? How do you “predict” behavior?

The fact is, retail brand employees remain a vital part of the equation as the human touch point for customers. With technologies such as live chat and data-driven demographic analytics, retailers can empower employees to meet customers where they are.

“In order to be economically viable, an e-commerce channel must rely on a set of core customers, since keeping a customer costs up to five times less than acquiring a new one,” according to a December 2021 report from McKinsey & Co.

Discover how to overcome key challenges in building digital customer experience that complements the physical space:

    Keeping up with new compliance laws and regulations

    Ensuring the data collected is accurate

    Avoiding data silos

    Meeting customers seamlessly across channels

    Why it matters


    of customers expect companies to understand their unique needs and expectations


    of customers will only interact with a brand’s messaging if it’s personalized


    estimate growth of e-commerce market from 2022 to 2026

    Learn more about the how to successful merge digital and physical spaces.


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