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.

Share this with your Community

DOWNLOAD INSIGHT

Related Insights

Read, watch & listen to some of the latest thought leadership from our Community.

2026 Enterprise Software Tech...

In this report, Criticaleye Partner AlixPartners suggest that 2026 will likely mark a structural turning point for enterprise software, as AI reshapes not only how software is built, but how it is priced,...

Embracing the Human-AI Partne...

Singtel faces a rapidly changing environment as geopolitics, customer expectations and AI reshape its business. In discussion with Criticaleye Senior Editor Bridgette Hall, Group Chief People & Sustainability Office...

The AI-led HR Revolution at V...

Victrex’s Group HR Director Jilly Atherton has brought together talent planning, leadership development and digital innovation to support a fast-changing global business, using AI where it adds real value without ...