The Digital Divide in Retail Customer Service: Pain Points, Risks & Opportunities for Modern CX
Your Customers Live on Mobile.
Your Service Doesn't.
New research reveals the shocking disconnect between how retail leaders communicate personally vs. how they serve customers.
Key Insights:
- 46% of retail leaders say mobile CX is the #1 factor driving purchases
- 97% of retail leaders use text messaging personally
- but... only 73% of retail leaders offer texting to customers
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