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.
FAQs
What does “omnichannel” mean in the context of customer experience (CX)?
Omnichannel refers to the seamless integration of multiple communication channels (online, physical store, chat, email, phone) to provide a consistent customer experience.
This means a customer can start their interaction on one channel and continue on another without repeating information, improving satisfaction and engagement.
Why has omnichannel become the new standard for retail CX?
- Customers no longer distinguish between “online” and “in-store”: they expect an integrated experience.
- Properly implemented omnichannel service can increase loyalty, as customers value continuity and personalization.
- Technologies like AI, automation, and analytics allow brands to anticipate questions, route inquiries efficiently, and deliver faster responses.
- Retailers adopting an omnichannel approach can see revenue growth of up to 15% and improvements in customer retention by over 30%.
What makes cxperts different from other BPO providers?
- Improved customer satisfaction: fewer frustrations, less repetition, smoother interactions.
- Operational efficiency: agents have full context of the customer, including past interactions.
- Scalability: AI and hybrid workforce models help handle demand spikes without losing CX quality.
- Unified data: consolidating customer information across channels enables predictive analytics and personalized interactions.
What technologies are needed for an effective omnichannel CX?
- AI and automation for intelligent routing and assisting agents.
- Predictive analytics to anticipate customer needs.
- Integrated systems to unify customer data, interaction history, and purchase records.
- Hybrid workforce models that scale according to demand while maintaining service quality.
When is the right time for a retailer to adopt an omnichannel strategy?
It’s the right time when:
- Customers interact through multiple channels (online, in-store, chat, social media, etc.).
- There is disconnection between channels (e.g., customers repeat their information when switching channels).
- You want to scale support without losing quality, especially during seasonal peaks.
- You aim to use data to personalize and anticipate customer needs.
- You want to future-proof your CX operation against competitors adopting omnichannel strategies.
How can cxperts help retail brands implement omnichannel CX?
- Unifying support across all channels so customers don’t have to repeat information.
- Implementing AI and analytics for faster and smarter resolutions.
- Scaling support teams efficiently with hybrid models while maintaining consistency.
- Acting as a strategic CX partner to transform customer experience into a growth engine.
What metrics should be measured to evaluate the success of an omnichannel strategy?
Key metrics include:
- Customer Satisfaction Score (CSAT) to measure how satisfied customers are.
- Net Promoter Score (NPS) to track customer loyalty after implementing omnichannel.
- Retention / loyalty rates to see if customers return more frequently or engage more.
- Resolution time / response speed to ensure channels provide fast service.
- Channel usage to analyze which channels are preferred and most efficient.
- Cost per interaction to compare costs before and after omnichannel implementation.