Retail & Consumer Goods: Focus
Customer Service
Customer Experience Trends in Retail Survey Results | 2020

This survey asked 100 selected ecommerce, contact center, sales, and customer service executives within the retail industry questions around the state and future of their customer experience—from the challenges they face to their biggest opportunities.

A quick look at just a couple of the stats in the full report:
  • 55% engage separate vendors and work to integrate systems
  • 2 out of 10 respondents don’t have any insight into customers’ prior interactions
Learn how Perry Ellis future-proofed their CRM in 6 key ways with Oracle CX.

Consumer behaviors and expectations are vastly different today. How attuned are you?


of consumers shop online instead of in-store because its available 24/7


of consumers use multiple traditional and digital channels while shopping


of millennial shoppers spend money on experiences over material items

Additional Consumer Goods & Retail Resources

  • retail todays shoppers

    3-Minute Read

    Digital Commerce Guide: Make the Business Case for Unification


  • retail todays shoppers

    3-Minute Read

    3 Customer Experience Essentials for Today's Shoppers


  • Retail digital world

    5-Minute Read

    Customer Experience in the Digital World: CPQ & Retail


  • retail direct to consumer

    2-Minute Read

    Go Direct-to-Consumer & Prepare Your Business for Success


Watch how global retailer Carmen Steffens gets agile and grows with Oracle Commerce Cloud.


How can Oracle CX help Consumer Goods & Retail businesses?

  • Identify the Right Customers and Make Offers in "Moments-of-Need"
  • Deliver Excellent Support & Service Throughout Customer Life Cycle
  • Streamline Sales Through Traditional and D2C Channels

Learn more about each of these benefits for Consumer Goods and Retail.

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