The fourth transformation in retail: Narrowing the experience gap

Let’s mobilize your frontline

Retailers continue to invest heavily in building more memorable experiences, both in-store and online, yet fail to address one of the most critical parts of their relationship with loyal shoppers–the human interaction between their own frontline associates and customers.

With 82% of global consumers wanting more human interaction in their customer experience, frontline staff play a crucial role in the customer journey and need the right tools and information to influence transactional behavior, which brings us to the fourth transformation in retail.

Download our 15-page ebook to discover:

• The three transformations in retail
• The experience gap between customers and employees
• The next transformation in retail
• Four key components to improving customer experience, frontline performance, and the employee experience