Retail eCommerce Digital Customer Experience Use Case eBook

With heightened expectations within the retail ecommerce sector, the ability to understand the evolving needs and wants of customers is essential to being successful. Not only must companies be prepared to engage customers where and how they want, but competitive companies that want to remain relevant must also understand why customers behave as they do in effort to provide consistent and optimized customer experiences across channels - and be agile and innovative in the delivery.

Whether it be a department store, specialty stop, supermarket or pure ecommerce, many retailers in today’s digital economy are faced with the challenges of quickly responding to growing customers’ demands while delivering faster, more superior products and experiences to maintain a competitive edge. In addition, the ability to understand how and why customers interact with their brand is necessary in providing optimized and personalized experiences across all channels as well as maintaining and nurturing valued customers.

Through the adoption of digital customer experience (CX) analytics, many retailers have overcome CX and digital transformation challenges by gaining exceptional visibility and valuable insight into multichannel customer interactions. By leveraging the advanced analytic capabilities of digital CX analytics and applying them to a variety of customer use cases, retail ecommerce organizations are empowered to quickly identify, diagnose, and remove obstacles in the customer journey to offer seamless omni-channel experiences that strengthen customer loyalty and maximize revenue.