The last 12 months have been characterised by lightning-fast digital transformation as retailers were forced to adapt to a revolution in buying habits in order to keep pace.

Despite the rapidly evolving marketplace, CX remains key to consumers and brands alike.

Did You Know?

• 46% of retailers say they don’t track and store the previous contact and purchase data they need to create more personalised experiences
• More than half (52%) of retailers think they could expand their channels for customers
• Only 32% of retailers have the processes in place to deliver hyper-personalisation

Today, delivering an outstanding experience for customers is about striking the right balance – between automation and the human touch; between hyper-personalisation and well-modelled standardised options; between tried-and-tested ways of working and innovation.

For any brand wanting to achieve this balance, this how-to guide is here to:

• Walk you through the journey towards an efficient, hyper-personalised CX that will delight customers and keep them coming back time and again
• Uncover the five key takeaways for CX in 2022, with insight from furniture giant DFS and AI-driven online clothing retailer Stitch Fix
• Provide step-by-step advice on how to build a 360-degree view of your customers, augment your agents with intelligent automation and integrate the right tech into your CX proposition