The 2023 Verint Experience Index: Retail

The 2023 Verint Experience Index: Retail

Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store.

Retail customers value price above everything, but the importance of other factors varies for different brands.

  • In-store shopping is valued highly by grocery and home improvement customers
  • Technology retail customers place less importance on in-store experiences – for them it only ranks sixth
  • Digital experiences matter more to tech shoppers – they value free and fast delivery

This report details the growth in customer touchpoints across a purchase—and the steps needed to build a CX strategy to optimize every customer interaction. Access the full report today.

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