Over the last couple of years, the combination of pandemic-related lockdown restrictions and hesitancy about in-store shopping has caused retailers to hone in on their digital transformations in order to meet evolving customer expectations.

Retailers with the agility required to adapt to new shopping behaviors will be rewarded as circumstances continue to shift. In order to accomplish this, brands need to be truly aware of their current customer experience and ready to take action to improve it accordingly.

This new report from our sister brand Modern Retail looks at the outcomes of secret-shopper audits of 250 leading retail brands. Highlighting the varying approaches to website and mobile applications, call centers and in-store experiences in 2021, this report examines how these components of the customer experience stack up in the current and always-changing omnichannel retail landscape.

Download it to learn:

How the industry has made omnichannel progress since the start of the pandemic
What critical solutions and services are available across key brand properties
How brands are enabling and empowering their in-store and customer service staff
How brands are aligning their technology investments with customer expectations