Beyond Expectations: Elevating Expereince in a Frictionless World

Deliver Seamless Shopping. Build Lasting Loyalty.

Retailers are at a crossroads as shopper expectations evolve, demanding frictionless experiences across all channels. Satisfaction is declining, both online and in-store, signaling a need for strategic improvements in personalization, self-service, and seamless checkout experiences.

Key Insights from the 17th Annual Global Shopper Study:

• Bridging the Satisfaction Gap – Retailers overestimate shopper satisfaction by up to 13 percentage points.
• Self-Service Growth – 78% of shoppers say self-checkouts improve their experience.
• The Power of Personalization – 86% of associates say knowing customer preferences strengthens connections.
• Frictionless Shopping – Shoppers expect fast, seamless checkout and real-time product availability.

By combining technology, data-driven insights, and omnichannel strategies, retailers can create a seamless, engaging, and convenient shopping journey.

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