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Customer experience

Master the customer experience

A Capgemini and Retail TouchPoints survey report

This is a new era of CX

Customers expect experiences that are relevant, personalized, and engaging. With more information, selection, and control than ever, customers are defining this new era of CX.

The issue, however, is that retailers have yet to make the shift. Eighty-two percent of retail executives think their organizations are making emotional connections with customers, yet only 16 percent of these customers agree. This gap represents immense opportunity for retailers to delight their customers and enter this new CX epoch.

In this Capgemini and Retail TouchPoints report, readers will learn about:

  • What CX enhancements leading retailers prioritize
  • Who makes CX decisions and what data informs these moves
  • How to build a true 360-degree view of your customer.

Download the report

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