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

Watch how Moleskine uses cloud technology to streamline and improve their extensive online business.


How can Oracle CX help Consumer Goods & Retail businesses?

  • Identify the Right Customers

    Identify the Right Customers and Make Offers in "Moments-of-Need"

  • Deliver

    Deliver Excellent Support & Service Throughout Customer Life Cycle

  • Streamline Sales

    Streamline Sales Through Traditional and D2C Channels

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

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