(Retail TouchPoints) - In the not-so-distant past, customer experience (CX) was a straight line — a predictable journey from point A (the customer’s question) to point B (the company’s answer). However, as retail landscapes evolved and consumer demands became more sophisticated, this linear approach showed limitations. Welcome to the future of retail, where the checkout lines are virtual, the service is personal and the experience is anything but linear. AI is opening a realm of non-linear CX and helping turn every interaction into an opportunity to impress, engage and retain. This evolution from a linear to a non-linear approach in CX is reshaping the fabric of the retail industry.
Matt Whitmer
