Retail Customer Experience: Bridging Intention, Omnichannel, and Expectations

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Retail Customer Experience: Bridging Intention, Omnichannel, and Expectations

Examines three retail CX challenges: closing the innovation gap, unifying physical-digital channels for profitability, and meeting evolving customer expectations.

Published

June 4, 2026

Read time

3 min read

Source

This 2023 white paper analyzes barriers retailers face when advancing the customer journey. It addresses hesitation to adopt innovation due to legacy systems and uncertain ROI, the operational and financial complexity of blending in-store and digital channels, and the need for faster experimentation to match customer demands. Practical solutions include pilot programs, partner integration, employee training, and customer-centric strategies such as journey mapping and cross-channel consistency.

Key takeaways

92% of retailers view innovation as critical, yet only 22% prioritize speed of experimentation

Legacy systems, risk aversion, and resource constraints slow innovation adoption

67% of retailers are dissatisfied with their ability to unify physical and digital experiences

Customer journey mapping, personalization, and cross-channel integration improve loyalty

Partnering with service providers and investing in training accelerate omnichannel execution

Market overview

SCR methodology note

Vendor landscape

Leaders

Implementation considerations

Important consideration

Original Source

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