Customers Aren't Waiting Patiently for Retailers to Catch up With Their Digital Offerings

As working from home shows no signs of abating, consumers will likely keep the behaviours they’ve adopted over the past 18 months, which means more online shopping and fewer shop visits. Therefore, the retail world must continue to change, and agility and adaptability will be key to success. In this report, Criticaleye Partner, Capita, examines how retailers can keep up with their customers by taking the digital experience to the next level.

Key takeaways:

Customer satisfaction in the retail sector has been declining, with 2020 marking the lowest score in the last 10 years.
13.9 percent of customers experienced a problem with a food retailer, while 12.1 percent experienced problems with a non-food retailer.
Real-time insights and visibility, driven by advanced analytics and AI, will become key requirements for businesses in 2021.

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