Why leading retailers are making the leap now, and how to do it right.
In retail, competition isn’t just about products, pricing, or promotions. Customers have limitless options, and they’re making purchase decisions based on something more personal — how your brand makes them feel in every interaction.
Recent research shows that retailers who implement true omnichannel support see revenue grow by up to 15% and loyalty improve by over 30%. The reason is simple: customers no longer think in terms of “online” or “in-store.” They expect one seamless experience, no matter where or how they interact with you.
From Channels to Journeys
For years, retail customer service strategies were built around channels; phone, chat, email, and in-store help desks. Each operating with its own team, tools, and workflows. The result? Disconnected conversations, repeated questions, and frustrated customers.
Leaders in the retail space are shifting from a channel-first mindset to a journey-first strategy. This means integrating systems, teams, and processes so a conversation that starts online can pick up in-store without losing context — and vice versa.
The Technology Advantage
AI and automation are no longer “nice to have” — they’re cornerstones of modern retail CX. Today’s leading brands are using:
- AI-powered routing to get customers to the right specialist faster.
- Predictive analytics to anticipate questions before they’re asked.
- Real-time agent guidance to ensure consistent brand voice and accuracy.
The majority of retail service leaders have now adopted AI tools to improve personalization and speed, and those that haven’t risk being left behind.
Operational Agility for Seasonal Surges
Retail is defined by peaks — holiday rushes, product launches, flash sales. The best CX strategies are built to scale without sacrificing quality. Hybrid workforce models now allow retailers to expand teams rapidly during high-demand periods and scale back afterward, reducing seasonal service disruptions by as much as 40% while keeping CSAT high.
Why Now is the Time to Act
Customer patience is shrinking, 78% expect responses within an hour, and competitors are moving fast to meet that demand. Every year spent operating in silos widens the gap between customer expectations and your ability to meet them.
Retail executives who invest in omnichannel, AI-enabled CX aren’t just catching up, they’re future-proofing their customer relationships.
Where cxperts Fits In
At cxperts, we help retail brands:
- Unify service across all channels so customers never repeat themselves.
- Deploy AI and analytics for smarter, faster resolutions.
- Scale support teams on demand, without compromising consistency.
Whether you’re ready for a full transformation or need to fix a few critical gaps, we’ll help you turn your customer experience into a growth engine.
Let’s connect about your CX strategy
References
- McKinsey & Company. Omnichannel Excellence in Retail: Trends and Insights. 2025.
- Global Consumer Insights Pulse Survey – Retail & CX Edition. 2025.
- Market Guide for AI in Customer Service – Retail Sector. 2025.
- Retail Operations Playbook: Workforce Agility. 2025.
- Forrester Research. The Business Impact of Customer Experience – Retail Insights. 2025.
Talk to us.
Cxperts is a global customer support partner delivering high-touch, omnichannel CX solutions for brands of all sizes. With operations across the USA, Mexico, Guatemala, Belize, Colombia, and the Philippines, cxperts provides scalable, cost-efficient onshore, nearshore, and offshore support without compromising quality.
As a trusted extension of every brand we represent, we deliver expert customer support tailored to your industry—whether eCommerce, healthcare, BFSI, or other key verticals. Our team brings deep domain expertise, operational agility, and a relentless focus on satisfaction, one interaction at a time.
Let cxperts be your edge in today’s experience-driven market.
Learn more at www.cxperts.us
