With 79% of CX professionals believing the role of customer service to fuel business growth will become more important over the next three years, delivering an exceptional experience is more important than ever.

In order to understand the direction that the retail customer experience is heading, we took out our crystal ball and tarot cards — in addition to surveying over 100 CX professionals — to predict how the world of CX will change over the next three years.

Join Andrea Paul and Gabe Larsen as they discuss the research and reveal:

  • CX organizations biggest weaknesses
  • The top priorities in CX
  • Which channels will grow in popularity
  • Where CX organizations are investing
  • The hyper-personalization differentiator
  • Retail-specific challenges and goals


Sponsored by:


Lauren Freedman, Senior Consumer Insights Analyst, Digital Commerce 360

Andrea Paul Salerno, Head of Research, Kustomer, Meta

Gabe Larsen, VP of Growth, Kustomer, Meta

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Connect with consumers via instant messaging and SMS

The way consumers like to communicate with brands is changing. Learn how to meet your customers where they are by connecting through messaging channels they use every day.

Customers expect quick-turnaround response time for their inquiries. Younger consumers are using instantaneous communication channels, including SMS text or via messaging apps like WhatsApp, Facebook messenger and Instagram messaging.

Our panel of online retail experts will discuss how important it is to unify customer data. How has communication evolved and what can retailers do to ensure the customer service team provides the fast and personal experience today’s shopper expects?

Register for the Replay