For any Customer Experience Manager (CX) in the retail industry, delivering an exceptional customer experience today is harder than ever, but it also offers unprecedented opportunities. More and more companies are reflecting on how physical and digital retail experiences complement and support each other to ensure value personalization wherever customers choose to interact with the brand. The pandemic has fundamentally changed the way people shop and the way retailers have to meet and respond to customer needs. While retailers have long enjoyed CX as a competitive advantage, today’s consumers have grown accustomed to new ways of interacting with brands.
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