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2016 Customer Experience Index Survey: Exploring the Customer Experience Enigma in Retail

Published By: IBM
IBM
Published:  May 05, 2016

To stay relevant and evolve with customers' changing expectations, retailers must deliver more personalized and responsive services, no matter how the customer chooses to engage. Do you provide an experience that meets customer expectations? Do your competitors?

Join this webinar to get a deep dive into the Customer Experience in Retail and to hear how retailers are performing across multiple dimensions. See the results from the Customer Experience Index Survey, assessing more than 550 retailers in 23 countries. The survey team acted as mystery shoppers and found that retailers are achieving a mere 40% when evaluated against consumers’ expectations. These mystery shoppers were real customers, making real transactions and recording the capability levels of retailers in every channel.

The Customer Experience Index Survey findings:

  • Explore how retailers are creating differentiated brand experiences for their customers across channels
  • Provide a benchmark for your brand experience in terms of capability, coverage and compliance.
  • Assess your aptitude for responding with relevance and speed to the priorities that matter most to your customers 



Tagsibm, retail, customer experience, customer experience survey