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Retail and CPG Customer Experience: Trends, Tech, and Takeaways


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Retail and consumer packaged goods (CPG) companies are especially confident about spending on technologies to improve the quality of experiences they provide to customers, according to a global survey.

Forty-eight percent of retail and CPG organizations expect to make significant investments in customer experience (CX) technologies over the next two years, according to the survey conducted by MIT SMR Connections and sponsored by SAS. That compares with 44% for survey participants overall.

In addition, fully 83% of retail and CPG companies expect substantial returns on those investments, compared with 72% overall.

The survey, which asked business leaders about their organizations’ highlights from the survey about their CX strategies and priorities, drew responses from 2,670 business leaders worldwide, including more than 300 from retail and CPG organizations.

Among other findings, the survey indicates that retail and CPG companies are ahead of their counterparts globally in providing customers with easy access to human service representatives, but somewhat behind in terms of offering connected omnichannel experiences. See this infographic for a snapshot of the industry-specific research findings.

Click on the image to view the full-size version.


Retail and CPG Customer Experience: Trends, Tech, and Takeaways

MIT SMR Connections

Content Sponsored by SAS