1、2024 Retail Customer Experience IndexIN PARTNERSHIP WITH Consumer Behavior&Outlook Market Trends2|2024 Retail Customer Experience Index In partnership with TalkdeskThe retail landscape is undergoing a dramatic transformation,driven by changing consumer behavior,global uncertainty,and technological e

2、volution.Market Saturation Globalizationconsumers struggle to distinguish products,highlighting the need for exclusive o?erings.1 in 2Consumers are prioritizing brands that demonstrate ethical sourcing and environmental sustainability,pushing retailers to adopt more responsible practices.of consumer

3、s say global product availability a?ects their choice of retailers,particularly in fashion and electronics.72%With increased access to international products,U.S.retailers face higher consumer expectations for variety,quality,and competitive pricing.The U.S.retail market is highly saturated,driving

4、the need for exclusive products and services that di?erentiate brands in a crowded space.of consumers are more loyal to retailers that demonstrate strong social and environmental responsibility.63%Technology RevolutionSocial ResponsibilityAdvanced technologies like AI and automation are reshaping th

5、e retail industry,enabling more personalized and e?cient shopping experiences.of shoppers are more likely to complete a purchase after a personalized support session,powered by AI and data analytics.54%Source:Incisiv consumer survey of 5,000 respondents3|2024 Retail Customer Experience Index In part

6、nership with Talkdesk Hyper-personalizedinteraction tailored to shoppers needs and issues.Focus on delivering a highly personalized and di?erentiated experience.85%of shoppers are sa?sfied with hyper-personalized marke?ng,which significantly boosts customer engagement and drives revenue growth.Conve

7、nienceof support across channels:A truly omni-channel approach to ensure consistent support and seamless transitions between channels.73%of shoppers expect interac?ons across channels to be integrated and viewed as a single conversa?on by support agents.Speedand e?ciency in response time and resolut

8、ion.The emphasis is on minimizing wait times and streamlining processes to enhance overall e?ectiveness.60%of shoppers would switch brands offering slow issue resolu?on response?me.Proactiveservice.Anticipate customer needs and address potential issues before they escalate.Dont wait for customers to

9、 contact you with a problem.62%of shoppers value?mely no?fica?ons about order status,delays,or poten?al issues.Shoppers expect hyper-personalized,convenient,speedy,and seamless service interactions with retailers.Source:Incisiv consumer survey of 5,000 respondents4|2024 Retail Customer Experience In

10、dex In partnership with Talkdesk What are the biggest gaps and opportunities for retailers to improve the customer experience?Also,which retailers provide the best customer experience for shoppers?Incisivs 2024 Retail Customer Experience Index explores the answers to these questions.Retails overall

11、maturity in customer experience is on the lower end of the spectrum,with an average of 34%of all retailers personalizing just one third of their shopper journey.However,as brands have prioritized customer experience strategies in recent years,maturity levels have been trending upward.The Home Furnis

12、hing segment leads with an adoption rate of 40%,making it signi?cantly more mature(1.4x)compared to the Watch segment,which has an adoption rate of 28%.Watch0%25%50%75%100%40%All RetailersHome Furnishings 28%34%Customer experience capability maturity is low across retail segments.5|2024 Retail Custo

13、mer Experience Index In partnership with Talkdesk Benchmark overviewRetail Customer Experience Index6|2024 Retail Customer Experience Index In partnership with Talkdesk Incisivs Digital Maturity BenchmarkEngagement MethodsUser interaction with brand via email,chat,phone support etc.17 attributesPers

14、onalized ExperiencePersonalized user interaction and experience across all the channels(in-store,voice,chat)Resolution MechanismIssue resolution,management and feedback capture via chatbot,live chat,IVR and email63 attributes21 attributesIncisivs Retail Customer Experience IndexIncisivs 2024 Retail

15、Customer Experience Index assesses top retailers support and engagement capabilities and experiences across three key areas.The index is comprised of the top retailers and brands across 11 di?erent industry segments.Each retailers customer support capabilities and experience will be assessed using a

16、n observational methodology.131 retailers benchmarked101 digital capabilities assessed11 industry segments coveredApparel,Automotive Parts,Consumer Electronics,Department Stores,Footwear,Household Appliances,Home Furnishings,Home Improvement,Luxury,Sporting Goods,WatchNote:Unless otherwise stated,al

17、l data in this report is from the Incisiv consumer survey of 5,000 respondents and customer experience audits 7|2024 Retail Customer Experience Index In partnership with Talkdesk Engagement MethodsPersonalized ExperienceResolution MechanismAvailability of chat assistanceIntegrated IVRAssistance from

18、 voice center agentsEmail and contact form supportAI-powered chatbotConnect to store directly via live chat agentSupport via text(SMS)Support via social mediaEach assessment area includes table stakes and di?erentiating experiences,de?ned based on their overall level of adoption,perceived value by s

19、hoppers,and impact on key performance indicators(KPIs)such as average order value(AOV),conversion,customer satisfaction,and tra?c.Table Stakes:Foundational capabilities required to address key shopper expectations today.The absence of these capabilities has a negative impact on retail performance KP

20、Is.Di?erentiating Experiences:Advanced capabilities that address important emerging shopper expectations.The presence of these capabilities has a positive impact on retail performance KPIs.Illustrative examples of table stakes and differentiating experiencesRequest virtual assistant to transfer to a

21、 live agent on call Live chat and voice agent support on product availability,payment,order noti?cations and returnsFeedback capture via chat and voiceTicketing system for customer complaints and queriesCapability of live chat agent to transition to agent on callCapability to checkout using chat ser

22、viceAbility to self cancel an order or via chat or voiceSchedule virtual or in-store appointments with experts for assisted shoppingSchedule service or repair appointments via chat and voiceGet reminders for appointments,launches,sales events etc.Tailored product recommendations by chat and voice ag

23、entPersonalized chat interactions with brand professionalsCapability of agent on chat&voice to recognize user and address them by name8|2024 Retail Customer Experience Index In partnership with TalkdeskLeaders o?er the richest customer experience within and across retail segments.They lead in the ad

24、option of di?erentiated experiences and are functionally mature across most assessment areas.Challengers o?er a seamless customer experience built on a solid foundation of capabilities.They o?er some di?erentiated experiences but lack the depth and coverage of leaders.Followers o?er a basic customer

25、 experience,addressing most table stake capabilities.Their experiences lack depth and are light on the adoption of di?erentiated capabilities.Laggards o?er a severely lacking customer experience,missing even some basic table stake functionality.Adoption of table stakes capabilities:HighAdoption of d

26、ifferentiators:HighAdoption of table stakes capabilities:HighAdoption of differentiators:MediumAdoption of table stakes capabilities:Medium-HighAdoption of differentiators:LowAdoption of table stakes capabilities:MediumAdoption of differentiators:LowRetail Customer Experience Index:Rating Categories

27、.9|2024 Retail Customer Experience Index In partnership with TalkdeskOverall Leaders.Incisiv recognizes these 9 retailers and brands as Overall Customer Experience Leaders within and across retail segments.They are the benchmark for customer experience in 2024,o?ering di?erentiated experiences acros

28、s the shopping journey.The full leaderboard is available at the end of this report.Retailers rated as Customer Experience Leaders,in alphabetical order.Consumer Electronics Home Furnishings Household Appliances Watch Home Furnishings Home Furnishings Home Furnishings Home Furnishings Luxury10|2024 R

29、etail Customer Experience Index In partnership with Talkdesk Retail Customer Experience Index:Leaders vs.Non-LeadersHighlights:Retailers in the US continue to excel in shopper engagement by blending e?cient self-service options with empathetic human interaction.Technologies such as chatbots,IVR syst

30、ems,and virtual assistants,along with live agent support for payments,order modi?cations,and returns,have been e?ectively implemented to enhance shopper satisfaction.However,a signi?cant gap remains in delivering a fully personalized omnichannel experience.Outlook:Customer experience capability adop

31、tion remains modest,even among retail leaders,with only 17%embracing di?erentiating capabilities.Retailers need to leverage AI and data analytics to predict customer behavior,o?ering hyper-personalized support,product recommendations and outcomes that resonate with individual preferences.This approa

32、ch will drive deeper customer engagement and loyalty.OverallEngagement MethodsPersonalized ExperienceResolution Mechanism010001001000100 Leaders Non-Leaders Non-Leaders Non-Leaders Leaders Leaders Non-Leaders Leaders11|2024 Retail Customer Experience Index In partnership with Talkdesk Engagement Met

33、hodsPersonalized ExperienceResolution Mechanismof shoppers expect retailers to o?er support across multiple channels(email,chat,IVR,phone etc.)of shoppers express satisfaction with customer service when interactions are tailored to their needsof shoppers expect issue resolution in a single interacti

34、on 89%63%72%of retailers o?er support across more than 2 channelsof retailers o?er personalized recommendations based on users needsof retailers o?er immediate assistance via chat or voice51%29%49%Retailers must continue to advance their digital capabilities to keep up with shopper expectations.12|2

35、024 Retail Customer Experience Index In partnership with Talkdesk Voice agent support for order modifications and returnsLive chat agent support for paymentsAI-powered virtual assistant integrationPersonalized recommendation by support agent24*7 live chat availability96%67%59%49%12%74%54%38%27%10%Wh

36、ile retailers are trying to keep pace with technology trends,gaps still remain across capability adoption and customer expectations.Wait time for agent on chatWait time for agent on callWait time for agent on IVR0.27 Minutes2.15 Minutes0.10 Minutes2 Minutes1.05 Minutes4.07 Minutes0.15 Minutes2 Minut

37、es0.50 Minutes3.49 Minutes0.30 Minutes2 MinutesBest in Class peak timeAverageBest in Class lean timeShopper expectation 2024 202213|2024 Retail Customer Experience Index In partnership with Talkdesk Support Channels and Self-Help01|Engagement Methods14|2024 Retail Customer Experience Index In partne

38、rship with Talkdesk Comprehensive engagement strategies facilitate seamless customer interactions and enhance satisfactionENGAGEMENT METHODS:OVERVIEWwould switch retailers following a poor support experience.57%of shoppersprefer automated self service powered by chatbots for order status queries,pro

39、duct availability,store information or any other assistance.52%of shoppers WHY IT MATTERSWHAT WE ASSESS17 total capabilities assessed,including:Integration of various support methods,including virtual assistants,telephonic support,live chat,and text messaging.Availability of self-servicecapabilities

40、 such as FAQs,along with support via email/contact forms.Implementation of interactive systems,including IVR(Interactive Voice Response)and third-party messaging platforms.Support availabilitywindow with options to request a callback and extended availability window for chat or voice interactions.Cu

41、stomer engagement now extends beyond traditional support,incorporating various methods of issue resolution and leveraging AI across all customer touchpoints to ensure a seamless journey.E?ective engagement begins with diverse support options,such as virtual assistants,live chat,and voice interaction

42、s to provide timely assistance as customers navigate both the digital and physical space.The use of AI and automation enables businesses to improve support e?ciency,simplify interactions,and drive a more cohesive customer journey.97%of customers prioritize service interactions as one of the top driv

43、ers of brand loyalty.To reduce friction and enhance shopper experience,its essential to o?er diverse support options.Providing continuous,multi-channel assistance ensures easy access to support,builds trust,and increases satisfaction and loyalty.prefer human interaction for issues like payments,orde

44、r cancellations and status of an open issue.62%of shoppersThis section evaluates the retail customer experience index with a focus on engagement methods.The assessment examines various customer interaction channels and support mechanisms to determine the e?ectiveness of customer engagement and assis

45、tance.15|2024 Retail Customer Experience Index In partnership with TalkdeskLeaders in Engagement Methods.Incisiv recognizes these 13 retailers and brands as leaders in Engagement Methods within and across retail segments.Building upon a solid foundation of table stake capabilities,they lead in the a

46、doption of di?erentiated capabilities.The full leaderboard is available at the end of this report.Retailers rated as Contact Center Capability Leaders in Engagement Methods,in alphabetical order.Apparel Department Stores Footwear Apparel Luxury Apparel Footwear Consumer Electronics Consumer Electron

47、ics Home Improvement Apparel Footwear Home Furnishings16|2024 Retail Customer Experience Index In partnership with Talkdesk Apparel retailers are at the forefront of customer interaction by e?ectively utilizing text messaging,voice communication,and an omnichannel live chat experience to signi?cantl

48、y enhance customer engagement.Luxury retailers,on the other hand,excel in providing support through email,contact forms,and IVR systems,highlighting their focus on e?cient and reliable communication channels.In contrast,watch and home improvement retailers are currently lagging in the adoption of li

49、ve chat,IVR,and text messaging support.Addressing these shortcomings by expanding their support capabilities could greatly enhance customer satisfaction and engagement within these sectors.Apparel followed by luxury retailers lead in the adoption of customer engagement strategies.Availability of liv

50、e chatIndustry average adoption:85%Customer support via text messagingIndustry average adoption:14%Support via contact form or emailIndustry average adoption:71%ENGAGEMENT METHODS:OVERVIEWWatch50%Home Improvement,Sporting Goods0%Lowest AdoptionConsumer Electronics38%Apparel 100%Apparel30%Luxury92%Hi

51、ghest Adoption17|2024 Retail Customer Experience Index In partnership with Talkdesk LeadersNon LeadersDIFFERENTIATING EXPERIENCE ADOPTION100%85%100%68%52%83%72%9%Availability of Live chatSupport available via email/contact formVirtual assistant integra?onSupport via text(SMS)Comprehensive Support So

52、lutionsLeaders excel in customer experience by o?ering comprehensive support options such as live chat,email,and text messaging,along with virtual assistants for immediate responses.These robust capabilities ensure seamless and e?cient interactions,enhancing overall customer satisfaction.In contrast

53、,non-leaders fall short in these areas,highlighting an opportunity to improve their customer care strategies and elevate the customer experience.Support via text(SMS)36%14%of the industry retailers have adopted this capability.of the industry retailers have adopted this capability.ENGAGEMENT METHODS

54、:WHERE LEADERS SHINE24/7 chat access or integrated virtual assistant support18|2024 Retail Customer Experience Index In partnership with Talkdesk Availability of 24/7 chat&voice support.With shoppers now expecting immediate responses,o?ering round-the-clock assistance has become essential.Retailers

55、that provide continuous live chat and voice options are better positioned to capture sales,resolve issues swiftly,and enhance the overall customer experience,setting themselves apart in a competitive market.Currently,only 12%of retailers o?er 24/7 live support.Amazon provides 24/7 live chat and voic

56、e support to its shoppers.Virtual assistants in chat support enhance customer service by providing instant responses and handling multiple queries simultaneously.They automate routine tasks,reduce wait times,and allow human agents to focus on complex issues,using intuitive click options for a seamle

57、ss experience.The Home Depot utilizes a virtual assistant with easy-to-navigate click options to streamline shopper interactions.Support with virtual assistants.Enabling 24/7 live chat support and virtual assistant for customer service can signi?cantly enhance shopper satisfaction.These tools provid

58、e personalized responses and convenient access,ensuring a seamless and e?cient service experience for shoppers.48%of shoppers prefer interacting with live chat agent for customer support.74%of shoppers expect immediate,real-time responses from retailers.Optimizing customer service with extended supp

59、ort through chat&virtual assistant.ENGAGEMENT METHODS:SPOTLIGHT19|2024 Retail Customer Experience Index In partnership with Talkdesk Personalized Support and Consultations02|Personalized Experience20|2024 Retail Customer Experience Index In partnership with Talkdesk Enhancing customer experience thr

60、ough personalized support and cross channel engagementprefer retailers that provide personalized service across all channels,both digital and physical.69%of shoppersare willing to spend more when their experience is tailored to their preferences.54%of shoppers WHY IT MATTERSWHAT WE ASSESSwith person

61、alized experiences and support across channels.47%higher conversion ratesDelivering personalized customer service throughout the entire shopping journeyboth pre and post purchasecan signi?cantly enhance customer satisfaction and loyalty.By customizing support at every touchpoint,retailers can streng

62、then customer relationships and drive long-term engagement.21 total capabilities assessed,including:Capability around personalized interactions and feedback,including access to previous conversations.Capabilities around booking expert appointments,assisted shopping,and service scheduling.Personaliza

63、tion capabilities with chatbots and IVR o?ering personalized greetings and curated recommendations.Tailored noti?cation capabilities like reminders for appointments,order status,price change,product launches,deliveries,and special sales.This section evaluates the personalized experience,including bo

64、oking appointments,online communities,service scheduling,proactive reminders,personalized recommendations,viewing past conversations,feedback incentives,and personal consultations with in?uencer collaborations.Personalization of customer interactions is now achievable for retailers,thanks to advance

65、d technologies like GenAI,automation,LLM(large language models),and customer data platforms.This enhances critical touchpoints such as appointment bookings,expert consultations,and service scheduling,while also enabling seamless omnichannel integration and real-time,AI-driven personalized recommenda

66、tions through chatbots and virtual assistants Retailers that excel in deploying these strategies are well-positioned to deliver highly relevant and individualized customer experiences,resulting in greater satisfaction,stronger loyalty,and a distinct competitive edge.PERSONALIZED EXPERIENCE:OVERVIEW2

67、1|2024 Retail Customer Experience Index In partnership with TalkdeskLeaders in Personalized Experience.Incisiv recognizes these 16 retailers and brands as leaders in Personalized Experience within and across retail segments.Building upon a solid foundation of table stake capabilities,they lead in th

68、e adoption of di?erentiated capabilities.The full leaderboard is available at the end of this report.Retailers rated as Contact Center Capability Leaders in Personalized Experience in alphabetical order.Sporting Goods Apparel Consumer Electronics Luxury Luxury Footwear Household Appliances Luxury Ap

69、parel Footwear Department Stores Footwear Home Improvement Apparel Apparel Watch22|2024 Retail Customer Experience Index In partnership with TalkdeskSource:Incisiv Research2024 Customer Experience Index In partnership with Talkdesk Luxury retailers excel at delivering personalized product recommenda

70、tions and o?ering exclusive appointments with experts,which signi?cantly enhances customer engagement and fosters strong brand loyalty.In contrast,apparel,footwear,and household appliance retailers fall short in these areas,lacking the level of personalization and expert interaction that de?nes the

71、luxury retail experience.To remain competitive,these retailers must prioritize creating tailored experiences and explore innovative strategies to elevate the overall shopper journey.Luxury retailers lead in providing personalized experiences and assisted shopping services.PERSONALIZED EXPERIENCE:OVE

72、RVIEWLowest AdoptionHighest AdoptionPersonalized product recommendations via agent(chat/voice)Industry average adoption:49%Schedule 1:1 appointments with experts for assisted shoppingIndustry average adoption:29%Advertisement/entertainment while on call holdIndustry average adoption:32%Luxury 68%Lux

73、ury92%Luxury83%Footwear25%Household Appliances,Sporting Goods0%Apparel,Footwear0%23|2024 Retail Customer Experience Index In partnership with Talkdesk Advanced personalization across channelsLeaders o?er personalized brand communications,tailored recommendations through agents on chat or voice,and a

74、ppointment scheduling capability with experts.They also provide access to chat transcripts,ensuring seamless omnichannel interactions.Non-leaders lag in these areas,presenting an opportunity to enhance their customer experience capabilities and improve the overall experience.Personalized recommendat

75、ions by chat agent29%29%of the industry retailers have adopted this capability.of the industry retailers have adopted this capability.PERSONALIZED EXPERIENCE:WHERE LEADERS SHINESchedule appointment with experts for guided shopping LeadersNon LeadersDIFFERENTIATING EXPERIENCE ADOPTION78%41%94%68%27%8

76、5%29%9%Brand communications for appointments,product launch,special sales or deliveryPersonalized product recommendations by voice agentSchedule appointment with experts for assisted shoppingView/download transcripts for previous conversations with chat agent24|2024 Retail Customer Experience Index

77、In partnership with Talkdesk Tailored interactions via chatbot.65%of shoppers report that personalized interactions,such as chatbots recognizing their name and purchase history,greatly enhance their likelihood of returning to a retailer.This approach builds trust and makes interactions feel more hum

78、an,leading to a more satisfying shopping experience and greater con?dence in purchases.Pumas customer service chatbot,Dillon,personalizes interactions by addressing shoppers by name.Allowing shoppers to schedule virtual consultations with brand experts o?ers a personalized experience from home.This?

79、exible option enhances accessibility and ensures that shoppers receive expert guidance regardless of their location.Currently,only 18%of retailers allow shoppers to schedule virtual interactions with professionals.Burberry gives shoppers the option to schedule virtual appointments,o?ering a convenie

80、nt way to receive personalized expert advice.Expanding access with virtual consultations.Personalized customer support is crucial in retail,as it strengthens the connection between the brand and the shopper.When chatbots or chat agents address users by name upon login,they create a more engaging and

81、 personalized experience.Additionally,allowing customers to schedule virtual interactions with experts at their convenience further enhances the support experience by catering to individual preferences and needs.77%of retail leadersacknowledge that personalized customer service signi?cantly boosts c

82、ustomer retention rates.76%of shopperswant personalized experiences,like tailored communication and product recommendations based on their past behavior.Elevating engagement with personalization.PERSONALIZED EXPERIENCE:SPOTLIGHT25|2024 Retail Customer Experience Index In partnership with Talkdesk Ch

83、at,IVR&Voice Interactions03|Resolution Mechanism26|2024 Retail Customer Experience Index In partnership with Talkdesk Efficient resolution mechanisms drive customer loyalty and streamline supportexpect issues to be resolved within 4 hours,underscoring the demand for prompt and e?ective support.67%of

84、 shoppersprefer self-service options for issue resolution,including online FAQs and automated chatbots.81%of shoppers WHY IT MATTERSWHAT WE ASSESSare frustrated by long response times and ine?ective solutions for issue resolution.62%of shoppersE?cient problem resolution demonstrates a companys commi

85、tment to its customers,transforming potential negative experiences into positive ones.This not only encourages repeat business but also helps protect the companys reputation.Additionally,prompt issue resolution can generate positive word-of-mouth referrals,contributing to sustained business growth.6

86、3 total capabilities assessed,including:Support capabilities to handle complaints,product inquiries,payment processes,and account management.Self-service capability options with virtual assistants and IVR systems,including voice biometrics and automated checkout.Order support and tracking capabiliti

87、es including order status,tracking,and modi?cations through various channels like AI,agents,and IVR.Customer engagement capabilities like feedback capture,cross-selling/upselling,and seamless transitions between chat,voice,and store support.This section assesses customer support capabilities,includi

88、ng ticketing systems,agent availability,and seamless transition across support channels.It also covers live chat and voice capabilities for store connections,order issues,payments,and cancellations,along with e?cient feedback capture and proactive,personalized recommendations via IVR and chatbots.Th

89、e increasing shift to digital channels has increased the need for e?cient issue resolution in retail,making it essential for retailers to boost their responsiveness and e?ectiveness.Over 70%of shoppers expect quick and seamless resolutions online,pushing retailers to invest in self-service tools lik

90、e automated chatbots and comprehensive FAQs.They are also adopting innovative technical support to better manage complaints,product inquiries,and payments.These challenges present an opportunity for retailers to build customer trust by resolving issues e?ciently.Moreover,retailers can turn these int

91、eractions into revenue-generating moments by upselling and cross-selling.RESOLUTION MECHANISM:OVERVIEW27|2024 Retail Customer Experience Index In partnership with Talkdesk Consumer Electronics Home Furnishings Watch Sporting Goods Consumer Electronics Apparel Household Appliances Home Furnishings Fo

92、otwear Home Furnishings Department Stores Footwear Apparel Home Furnishings Household Appliances LuxuryLeaders in Resolution Mechanism.Incisiv recognizes these 16 retailers and brands as leaders in Resolution Mechanism within and across retail segments.Building upon a solid foundation of table stake

93、 capabilities,they lead in the adoption of di?erentiated capabilities.The full leaderboard is available at the end of this report.Retailers rated as Contact Center Capability Leaders in Resolution Mechanism in alphabetical order.28|2024 Retail Customer Experience Index In partnership with TalkdeskSo

94、urce:Incisiv Research2024 Customer Experience Index In partnership with Talkdesk Luxury and home furnishing retailers are at the forefront of o?ering advanced customer support features,including chat-based checkout and live chat assistance for order modi?cations,returns,and payments.These capabiliti

95、es create a more seamless and engaging shopping experience for customers.Retailers in the home improvement,household appliances,and watch segment lag behind in adopting these technologies.Many still lack chat-based checkout options and robust live chat functionalities.Expanding these capabilities wo

96、uld greatly enhance customer engagement and elevate service quality in these industries.Luxury and home furnishing retailers outperform others in providing advanced customer support capabilities.RESOLUTION MECHANISM:OVERVIEWLowest AdoptionHighest Adoption29|2024 Retail Customer Experience Index In p

97、artnership with TalkdeskCapability to checkout using chat servicesIndustry average adoption:27%Chat agent support on order modi?cations and returnsIndustry average adoption:82%Live chat agent support for payment process and issue resolutionIndustry average adoption:60%Ability of live chat agent to t

98、ransition to voice agentIndustry average adoption:34%Home Furnishing 45%Luxury96%Luxury85%Apparel,Luxury45%Home Improvement0%Household Appliances63%Watch37%Watch25%Excellence in Customer SupportLeaders in retail excel at managing order-related inquiries by delivering swift resolutions,e?ciently hand

99、ling order cancellations,and providing prompt responses through chat or phone support.Their pro?ciency in these areas ensures that customers receive timely and e?ective assistance,which is crucial for fostering positive shopping experiences.Exceptional service in these critical touchpoints not only

100、enhances customer satisfaction but also builds lasting loyalty,as shoppers feel valued and supported throughout their entire journey.Ability of chat agent to help with product availability status27%69%of the industry retailers have adopted this capability.of the industry retailers have adopted this

101、capability.RESOLUTION MECHANISM:WHERE LEADERS SHINEAbility to checkout using chat LeadersNon LeadersDIFFERENTIATING EXPERIENCE ADOPTION75%75%98%15%46%79%72%30%Live agent support on order related issues via chat or voiceCapability to cancel order via chat or voiceAvailability of immediate response vi

102、a agent on chat or voice(no wait?me)Ability of live chat agent to transi?on you to agent on call30|2024 Retail Customer Experience Index In partnership with Talkdesk Technical assistance and registration via chatbot.Chatbots have become integral to customer service,particularly in providing technica

103、l support and managing service requests.These AI tools e?ciently diagnose issues,guide users through troubleshooting,and schedule repairs,streamlining the customer experience.By automating these tasks,chatbots reduce wait times and allow human agents to focus on more complex inquiries,thereby enhanc

104、ing overall service e?ciency.Dysons chatbot simpli?es troubleshooting,service bookings,and request tracking,enhancing convenience for shoppers.Managing order cancellations through live chat is vital for delivering prompt assistance to shoppers.The ability to cancel orders quickly via this channel he

105、lps prevent delays and minimizes the likelihood of unwanted products being shipped.This immediate assistance streamlines the cancellation process,ensuring a smooth experience and avoiding issues such as missed refund opportunities or unnecessary shipping expenses.Jimmy Choo live chat cancellations o

106、?er quick,hassle-free service,reinforcing a seamless shopping experience.Order cancellations on chat.Virtual assistants and chat agents play a crucial role by o?ering real-time guidance,managing repair queries,as well as assisting with order cancellation issues.They help shoppers navigate options,re

107、solve problems,thus ensuring a smooth,satisfying experience.20%higher conversion ratescan be achieved by o?ering live chat.87%of shoppersgive positive ratings for their chat interactions.Key functions of virtual assistants and live chat agents.RESOLUTION MECHANISM:SPOTLIGHT 31|2024 Retail Customer E

108、xperience Index In partnership with Talkdesk Leaderboard32|2024 Retail Customer Experience Index In partnership with TalkdeskLeaderboardAs part of its 2024 Retail Customer Experience Index,Incisiv assessed 131 retailers across 11 different industry sub-segments.The complete list of assessed retailer

109、s is provided here.Each retailer assessed was given an overall rating as well as a functional-area rating across Engagement Methods,Personalized Experience&Resolution Mechanism.Incisivs analysis found:9 Leaders39 Challengers46 Followers37 Laggards Get in touch to request detailed information about y

110、our rating or to request a custom benchmark.Leaders Apparel Abercrombie&Fitch American Eagle Ann TaylorAnthropologieCoachExpressForever 21GAPH&MKate SpadeLevisLululemon Michael Kors Ralph Lauren Tommy Hilfiger Tory Burch Uniqlo Victorias Secret Vuori ZaraDepartment StoresAmazonBelk Boscovs Dillards

111、JCPenney Kohls Macys Neiman Marcus Nordstrom Saks Fifth AvenueTargetVon MaurWalmartFootwearAdidas Birkenstock Converse Foot Locker G.H.Bass Jimmy ChooJohnston&Murphy Keen NewBalance Nike Puma Skechers Steve Madden Ugg Under Armour VansConsumer ElectronicsBest Buy DysonGameStop Lenovo LG Newegg(Onlin

112、e)Nintendo Panasonic Philips Samsung Sony Vizio Household AppliancesBosch Frigidaire GE Appliances Haier Maytag Midea Miele Whirlpool(KitchenAid)Home ImprovementAce Hardware Benjamin Moore Graybar Lowes Menards Sherwin Williams The Home Depot Tractor Supply Co.Home FurnishingsAshley Furniture Crate

113、and Barrel DWR(Design Within Reach)Ikea Overstock(Online)Pottery Barn(Williams-Sonoma)RH Room&Board Sleep Number Wayfair West Elm(Williams-Sonoma)LuxuryArmani Balenciaga Burberry Chanel Dior Gucci Hermes Louis Vuitton Prada Versace YSL ZegnaAutomotive PartsAdvance Auto Parts AutoZone Bridgestone(Fir

114、estone)Continental Tires Discount Tire GoodYear LKQ OReilly Auto Parts Pep BoysSporting Goods5.11 Tactical Academy Sports Bass Pro Big 5 sporting goods Camping World Coleman Columbia Sportswear Dicks Sporting Goods Minn Kota Recreational Equipment,Inc.(REI)YetiWatchBulgariCartier Chopard Citizen Har

115、ry winston Kay Longines Omega Patek Philippe Tourneau/Bucherer33|2024 Retail Customer Experience Index In partnership with TalkdeskIncisiv is a peer-to-peer executive network and industry insights?rm for consumer industry executives navigating digital disruption.Incisiv o?ers curated executive learn

116、ing,digital maturity benchmarks and prescriptive transformation insights to clients across the consumer and technology industry Talkdesk is on a mission to rid the world of bad customer experiences.With our cloud-native,generative AI-powered Talkdesk Retail Experience Cloud,purpose-built for retaile

117、rs,we empower brands to deliver exceptional customer experiences that make enterprises more competitive,grow revenue,foster loyalty to increase customer lifetime value,reduce costs,and provide operational e?ciencies.Talkdesk accelerates value for our retail customers faster and more simply than lega

118、cy or one-size-?ts-all solutions.Our retail-speci?c work?ows and out-of-the-box commerce integrations,that are delivered for the Talkdesk Retail Experience Cloud,increase contact center productivity.We allow agents to focus on high value activities rather than respond to mundane requests such as ord

119、er status which can be resolved through our Auto-Pilot for Retail AI capabilities.Partnering with enterprises globally,we deliver continuous innovation and breakthrough results.Our commitment to reliability and security,paired with our track record of delivering on promises,sets us apart in the retail industry.Elevate customer experiences,streamline operations,and increase revenue with Talkdesk Retail Experience Cloud.Companies that love their customers use T IN PARTNERSHIP WITH34|2024 Retail Customer Experience Index In partnership with Talkdesk