How to Create True Differentiation in the Crowded Retail Industry

The shopping experience is fundamentally changing as the retailer landscape evolves, crowding out laggards.

Many stores are seeking to invest in new processes and technologies to drive efficiencies and help attract omnichannel customers. But with so many different models of operation and adaptation across categories, what do shoppers really want and expect?

In our upcoming report to be released in June 2017, we investigated how many proposed buzzworthy retail innovations (in-store and online) are likely to truly affect the customer experience.

What impact have tech-enabled retail operation improvements had on customer experiences?

We’ve explored four key categories of trends that we expect to bridge the gap between the chatter and reality, in terms of a real, consistent omnichannel strategy, including changes in:

  1. Delivery options
  2. In-store experience personalization
  3. Payment methods
  4. Tracking product availability

Of these categories, our results show that American shoppers are looking to see the greatest amount of new investment in delivery innovations (such as same day delivery or real-time product tracking) and systems to help them understand when and where desired products are available.

True differentiation in the crowded retail industry will rely on leadership focusing on customer-centric strategies and making investments in areas that will move the needle the most for customers.

This report is now available here.

Invitation-only Private Event

On September 21st, we are hosting an invitation-only private event in NYC with 40 seats for CX retail leaders. Request your invitation by email at to:

1. Hear from renowned retail speaker Jack Mitchell on his one-of-a-kind philosophy on customer service and the importance of customer experience for both internal and external customers
2. Discover the latest retail insights that will impact your customers’ experience.
3. Learn how retail is further embracing technology and moving beyond traditional channels and measurement.
4. Discuss how to strengthen the dialog between merchandising, digital, store operations, and marketing.