Consumer Report

The Customer Experience (CX) Top 10

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In today’s retail sector, competition has effectively been reduced to one key consideration: how to survive Amazon.

In the age of digital commerce and infinite choice, retailers must put their customers at the center of everything. Focusing on CX is ideal in the current retail climate for two reasons. First, retail goods are increasingly commoditised. The exact same goods that consumers buy on Amazon can be bought on many other competing ecommerce sites. Second, eight in ten consumers say that they are willing to pay more for a better customer experience. Combined, these trends mean that not only should retailers differentiate through service (in a commoditised world it’s the best way to win and keep customers), but also they can do so at a premium – so long as the service meets customers’ expectations.

Download the report to learn about key trends such as: 

  1. The rise of the robots: AI in ecommerce
  2. Ecommerce gets frictionless: Smoothing the path to purchase
  3. Customer acquisition gives way to retention: Building loyalty through post-purchase experiences
  4. The rise of experience businesses: Delivering products ‘as a service’
  5. Experience moves beyond omnichannel: The emergence of seamless ecommerce experiences
  6. Ecommerce finds its voice: Voice opens a new battleground in ecommerce competition
  7. Disruption comes to delivery: The proliferation of innovative delivery models
  8. Reality gets a boost: AR puts a new spin on ecommerce
  9. Ecommerce gets more social: Social selling and measurement reaches tipping point 
  10. Brick-and-mortar make a comeback: Innovative approaches fuse ecommerce with the high-street

Build lasting customer loyalty.


Each Narvar product is designed from the ground up with the customer in mind. When they love their experience,loyalty follows.

Discover untapped ROI.


From new marketing channels, to supply chain efficiencies and reductions in call volume, we find new ways to bring value to your business.

Build lasting customer loyalty.


Each Narvar product is designed from the ground up with the customer in mind. When they love their experience,loyalty follows.

Discover untapped ROI.


From new marketing channels, to supply chain efficiencies and reductions in call volume, we find new ways to bring value to your business.

Discover untapped ROI.


From new marketing channels, to supply chain efficiencies and reductions in call volume, we find new ways to bring value to your business.

Discover untapped ROI.


From new marketing channels, to supply chain efficiencies and reductions in call volume, we find new ways to bring value to your business.

Trusted by the retail industry's best. Over 550 and counting.

Get Access to the eBook

Download Now

For more information, see our Privacy Policy and Terms of Use

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