CX in the Retail Industry

The COVID-19 pandemic and its related recovery trajectory have impacted a wide range of industries, but perhaps none as visible as retail and e-tail. Disruptions to both customer-facing processes (shopping, purchasing, and returns), as well as operational processes (distribution, shipping, and employee/customer safety procedures) forced retailers to deploy new procedures and tools to ensure customers’ needs were met, or accelerate existing plans to place more attention on a customer’s total experience with the retailer.

While CX improvements are largely driven by organizational change management, software is increasingly being used to support these initiatives by managing and making available the plethora of customer data that is captured and aggregated from a variety of sources. Whether taking a platform approach or using disparate applications, the goal is to enable a 360-degree view of the customer’s interactions with the retailer, while simultaneously removing the friction points and barriers that can interfere with promptly and intelligently responding to sales queries, service requests, or complaints.

This Dash Research report looks at the current and future market issues, market drivers and barriers, and case studies within the retail CX/CE industry. Dash Research projects that the global market for CX/CE software and services in the retail industry will reach $10.9 billion by 2026, up from $5.9 billion in 2019, reflecting a 2019-2026 CAGR of 9%. The forecasts include segmentations by geography, functional area, product offering, and visibility to the customer. The impact of the COVID-19 pandemic, as well as the changes in the retail segment that were driven by a staggered reopening, are also discussed.

Key Questions Addressed:

• What is the total market size for CX and CE software and services?
• How is the market for CX/CE segmented by function?
• On which CX/CE functions will retailers spend the most on software platforms, applications, and services?
• What are the key drivers and barriers for spending on CX/CE software and services?
• How will retailers purchase CX/CE software and services?
• Which geographic regions will spend the most on CX/CE software and services?
• What are the future technologies that will be deployed in retail and e-tail stores to improve CX?

Who Needs This Report?

• Physical retailers
• Online retailers
• First/third-party marketers
• CX/CE platform and solutions vendors
• In-store hardware technology vendors
• Shipping and logistics companies
• Investor community

Table of Contents

1. Executive Summary
   1. Introduction
   2. Market drivers
   3. Market barriers
   4. Market forecast highlights
   5. Dash Research insights
2. Market Overview
   1. Market drivers
      1. COVID-19 pandemic shutdowns and reopening
      2. Customer expectations for consistent and seamless omnichannel experiences
      3. CX is improving sales channel effectiveness
      4. Increasing use of zero-party and first-party data to support omnichannel experiences
   2. Market barriers
      1. Customer data capture and tracking concerns
      2. Technology integration issues between multiple CX/CRM platforms
      3. Synchronization of CX promises with operational constraints
      4. Change management issues with CX personnel
   3. Current issues
   4. Future trends
3. Case Studies
   1. L.L.Bean: Identifying customer segments and customizing their experience
   2. PetSmart: Focusing on customer convenience via services
   3. Sainsbury’s: Focusing on a unified CX
4. Market Forecasts
   1. Forecast methodology
   2. Retail industry CX/CE software and services revenue by world region
   3. Recommendations
5. Acronym and Abbreviation List
6. Table of Contents
7. Table of Charts and Figures
8. Appendix
   1. Scope of study
   2. Sources and methodology
   3. Forecast methodology
   4. Copyright notice

List of Charts, Figures, and Tables

Charts

• Retail Industry CX/CE Software and Services Revenue by Region, World Markets: 2019-2026
• Retail Industry CX/CE Software and Services Revenue by Segment and Region, World Markets: 2019-2026
• Retail Industry CX/CE Software and Services Revenue by Function, World Markets: 2019-2026
• Retail Industry CX/CE Software and Services Revenue by Product Offering, World Markets: 2019-2026
• Retail Industry CX/CE Software and Services Revenue, Customer Facing versus Back Office, World Markets: 2019-2026
• Retail Industry CX/CE Software Platform Revenue by Region, World Markets: 2019-2026
• Retail Industry CX/CE Software Platform Revenue by Segment and Region, World Markets: 2019-2026
• Retail Industry CX/CE Software Platform Revenue by Function, World Markets: 2019-2026
• Retail Industry CX/CE Software Platform Revenue, Customer Facing versus Back Office, World Markets: 2019-2026
• Retail Industry CX/CE Software Applications Revenue by Segment and Region, World Markets: 2019-2026
• Retail Industry CX/CE Software Applications Revenue by Segment and Region, World Markets: 2019-2026
• Retail Industry CX/CE Software Applications Revenue by Function, World Markets: 2019-2026
• Retail Industry CX/CE Software Applications Revenue, Customer Facing versus Back Office, World Markets: 2019-2026
• Retail Industry CX/CE Services Revenue by Region, World Markets: 2019-2026
• Retail Industry CX/CE Services Revenue by Segment and Region, World Markets: 2019-2026
• Retail Industry CX/CE Services Revenue by Function, World Markets: 2019-2026
• Retail Industry CX/CE Services Revenue, Customer Facing versus Back Office, World Markets: 2019-2026
• Retail Industry CX Software Platform Revenue by Region, World Markets: 2019-2026
• Retail Industry CX Software Platform Revenue by Function, World Markets: 2019-2026
• Retail Industry CX Software Platform Revenue, Customer Facing versus Back Office, World Markets: 2019-2026
• Retail Industry CX Software Applications Revenue by Region, World Markets: 2019-2026
• Retail Industry CX Software Applications Revenue by Function, World Markets: 2019-2026
• Retail Industry CX Software Applications Revenue, Customer Facing versus Back Office, World Markets: 2019-2026
• Retail Industry CX Services Revenue by Region, World Markets: 2019-2026
• Retail Industry CX Services Revenue by Function, World Markets: 2019-2026
• Retail Industry CX Services Revenue, Customer Facing versus Back Office, World Markets: 2019-2026
• Retail Industry CE Software Platform Revenue by Region, World Markets: 2019-2026
• Retail Industry CE Software Platform Revenue by Function, World Markets: 2019-2026
• Retail Industry CE Software Platform Revenue, Customer Facing versus Back Office, World Markets: 2019-2026
• Retail Industry CE Software Applications Revenue by Region, World Markets: 2019-2026
• Retail Industry CE Software Applications Revenue by Function, World Markets: 2019-2026
• Retail Industry CE Software Applications Revenue, Customer Facing versus Back Office, World Markets: 2019-2026
• Retail Industry CE Services Revenue by Region, World Markets: 2019-2026
• Retail Industry CE Services Revenue by Function, World Markets: 2019-2026
• Retail Industry CE Services Revenue, Customer Facing versus Back Office, World Markets: 2019-2026

Figures

• Customer Experience vs. Customer Engagement
• Traditional Customer Lifecycle vs. Digital Customer Lifecycle
• Retail Customer Journey Example

Tables

• Retail Industry CX/CE Software and Services Revenue by Region, World Markets: 2019-2026
• Retail Industry CX/CE Software and Services Revenue by Function, World Markets: 2019-2026
• Retail Industry CX/CE Software and Services Revenue by Product Offering, World Markets: 2019-2026
• Retail Industry CX/CE Software and Services Revenue, Customer Facing versus Back Office, World Markets: 2019-2026
• Retail Industry CX/CE Services Revenue by Region, World Markets: 2019-2026
• Retail Industry CX/CE Services Revenue by Function, World Markets: 2019-2026
• Retail Industry CX/CE Application Revenue by Region, World Markets: 2019-2026
• Retail Industry CX/CE Application Revenue by Function, World Markets: 2019-2026
• Retail Industry CX/CE Platform Revenue by Region, World Markets: 2019-2026
• Retail Industry CX Software and Services Revenue by Region, World Markets: 2019-2026
• Retail Industry CX Software and Services Revenue by Region, World Markets: 2019-2026
• Retail Industry CX Software and Services Revenue by Function, World Markets: 2019-2026
• Retail Industry CX Software and Services Revenue by Product Offering, World Markets: 2019-2026
• Retail Industry CX Software and Services Revenue, Customer Facing versus Back Office, World Markets: 2019-2026
• Retail Industry CX Services Revenue by Region, World Markets: 2019-2026
• Retail Industry CX Services Revenue by Function, World Markets: 2019-2026
• Retail Industry CX Application Revenue by Region, World Markets: 2019-2026
• Retail Industry CX Application Revenue by Function, World Markets: 2019-2026
• Retail Industry CX Platform Revenue by Region, World Markets: 2019-2026
• Retail Industry CX Platform Revenue by Function, World Markets: 2019-2026
• Retail Industry CE Software and Services Revenue by Region, World Markets: 2019-2026
• Retail Industry CE Software and Services Revenue by Function, World Markets: 2019-2026
• Retail Industry CE Software and Services Revenue by Product Offering, World Markets: 2019-2026
• Retail Industry CE Software and Services Revenue, Customer Facing versus Back Office, World Markets: 2019-2026
• Retail Industry CE Services Revenue by Region, World Markets: 2019-2026
• Retail Industry CE Services Revenue by Function, World Markets: 2019-2026
• Retail Industry CE Application Revenue by Region, World Markets: 2019-2026
• Retail Industry CE Application Revenue by Function, World Markets: 2019-2026
• Retail Industry CE Platform Revenue by Region, World Markets: 2019-2026
• Retail Industry CE Platform Revenue by Function, World Markets: 2019-2026
• Retail Industry CX/CE Software and Services Revenue by Offering, Product, and Function, North America: 2019-2026
• Retail Industry CX/CE Software and Services Revenue by Offering, Product, and Function, Europe: 2019-2026
• Retail Industry CX/CE Software and Services Revenue by Offering, Product, and Function, Asia Pacific: 2019-2026
• Retail Industry CX/CE Software and Services Revenue by Offering, Product, and Function, Latin America: 2019-2026 Retail Industry CX/CE Software and Services Revenue by Offering, Product, and Function, Middle East & Africa: 2019-2026