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The six pillars of customer experience

In an omnichannel world where consumers have infinite choice and control, retailers need to deliver an outstanding customer experience (CX) if they want to thrive. Effective CX is fast becoming the Holy Grail of the retail industry: the key way to gain a competitive edge. But what makes an outstanding customer experience? Research shows that there are six “pillars” of customer experience: Personalisation, integrity, expectations, time and effort, resolution, and empathy. Retailers that get t