News

Survey: Keeping up with change, customer needs are big retail challenges

September 6, 2018

Striving to meet, and exceed, the retail customer’s expectations and keeping up with change is the top challenge retailers are facing today, according to a new Square Root survey.

The study polled more than 300 U.S. retailers on customer experience strategy, technology and metrics used to gauge CX success. It revealed that while nearly all retailers, 96 percent, view customer experience as a core priority, 75 percent see room for improvement and 40 percent don't have a process in place to measure CX efforts.

"As retailers are increasing their focus on customer experience, our study uncovers that finding success really starts behind the scenes," said Chris Taylor, CEO of Square Root, in a release on the survey. "There’s an exciting path forward for today's brands. With better alignment, collaborative action plans, and the right tools for measuring success, today's customer experience pain points can easily become major opportunities for growth."