INMOMENT：2023年零售消费者趋势报告（英文版）（38页）.pdf

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1、/23Retail Consumer Trends Report3 Trends That Will Take You From Table-Stakes Experiences to Memorable,Business-Building CX Strategies2023/INMOMENT TRENDS REPORTCOPYRIGHT 2023 INMOMENT,INC.ALL RIGHTS RESERVED.PG#03What Makes This Retail Consumer Trends Report Different?PG#05A Closer Look at Our Data

2、PG#08An Overview of the Retail Trends You Need to KnowPG#11Trend#1:Consumers Will No Longer Settle for ConveniencePG#14Trend#2:Consumers Now Expect Hybrid ExperiencesPG#18Trend#3:Traditional Approaches&Understandings Are Officially OutdatedPG#27How You Can Take ActionAt the beginning of each new yea

3、r,its a given that you will have multiple consumer trends reports in your feed,inbox,and ads.But we can promise you,this report is unlike any youve seen beforeit was designed to inform your customer retention and acquisition strategies more than any report ever has.INTRO2023/PAGE|2SECTION 1What Make

4、s This Retail Consumer Trends Report Different?2023/PAGE|3The unspoken truth is that most consumer trend reports arent keeping up with your shoppers.Why?Because they are largely based on survey findings alone.However,only a fraction of your consumer voice can be heard via surveys.As a retailer,you k

5、now that the vast majority of the insights you need to shape your merchandising,product development,ecommerce,and overall business strategy are on review sites,social media,from your employees,and beyond.Thats why this Retail Consumer Trends Report is derived from all available consumer data,across

6、multiple channels.To be more specific,we leveraged over 120,000 retail data points in North America to access the findings youll discover today.RETAIL CONSUMER DATASECTION 1|WHAT MAKES THIS RETAIL CONSUMER TRENDS REPORT DIFFERENT?SURVEY DATA2023/PAGE|4SECTION 2A Closer Look at the Data2023/PAGE|5SOC

7、IAL SIGNALS TIKTOK,INSTAGRAM,FACEBOOK,ETC.First,we started with existing social signals about retail experiences from TikTok,Instagram,Facebook,Twitter,and beyond.We mined this data for topics and sentiment leveraging InMoments Spotlight solution.ONLINE REVIEW SIGNALS GOOGLE REVIEWS,DIGITAL,GLASSDOO

8、R,ETC.We then added online review data about retailers from Google,Glassdoor,and other sites via our Review Management solution(our integration with ReviewTrackers)into Spotlight alongside the social data.HISTORIC DATA 2022Next,we used Spotlight to aggregate InMoment retail consumer data from survey

9、s and other sources in 2022.MARKET PULSE SURVEYOnce we mined all that existing data for trends and insights,we leveraged InMoments Market Pulse to fill in the blanks,hear consumer stories,and gain more context.So,where did those 120,000+data points come from?Here is a quick breakdown of how we went

10、from collecting data to identifying the need-to-know trends.So why does this approach make such a big difference?Because we are leveraging what we call an Integrated CX approach to consumer data,rather than just relying on a survey alone.This enables us to get a truly holistic perspective of consume

11、r behavior.Additionally,we are truly letting consumers identify the trends rather than merely creating a survey based on our own perception of the experiences retail consumers desire.SECTION 2|A CLOSER LOOK AT THE DATA2023/WHAT IS INTEGRATED CX?Integrated CX is InMoments approach that helps business

12、es improve experiences and achieve measurable business outcomes from customer experience initiatives.INTEGRATED SIGNALS:Bringing together the voice of customers and non-customers across the full customer journey from surveys,chats,reviews,calls,etc.INTEGRATED INSIGHTS:Delivering both leading innovat

13、ive technology and strategic expertise to deliver ROIINTEGRATED ACTION:Eliminating the silos that exist in many companies,facilitating a coordinated,data-driven approach to prioritizing actionSECTION 2|WHAT IS INTEGRATED CX?Integrated CX connects critical aspects of a successful customer experience,

14、including:?2023/PAGE|7SECTION 3An Overview of the Retail Trends You Need to Know2023/PAGE|08Leveraging our industry-leading analytics and the expertise of our Strategic Insights Team,we examined all 120,000+data points to help you identify the make-it-or-break-it consumer demands that will influence

15、 your customer acquisition and retention plans as well as help you understand who youre selling to on a deeper level while avoiding potential experience pitfalls.SECTION 3|WHAT ARE THE NEED-TO-KNOW RETAIL CONSUMER TRENDS FOR 2023?LETS GET INTO ITWhat Are the Need-to-Know Retail Consumer Trends for 2

16、023?Please tell us more about your most recent experience.3xMore DataPointsINDUSTRYRetailPharmacyeCommerceCustom Tags120K+DATA POINTS2023/PAGE|09TREND#2Consumers Now Expect Seamless,Hybrid ExperiencesTREND#3Traditional Approaches&Understandings Are Officially OutdatedSECTION 3|AN OVERVIEW OF THE RET

17、AIL TRENDS YOU NEED TO KNOWHERES WHAT WE CAME AWAY WITH:TREND#1 Consumers Will No Longer Settle for ConvenienceUltimately,there is one greater theme that unites these three experiences:the retail customer experience approach of yesterday will be mere table stakes when youre competing for your custom

18、ers loyalty in 2023.And while offerings like buy online pickup in store(BOPIS),free shipping,and the like may offer passible experiences for your shoppers,there are other strategies that will help you win and keep their business for years to come.So,for each trend that follows,we will identify the e

19、xperience elements that are table stakes,and then unveil the strategies that will help you stand out in 2023!2023/PAGE|10SECTION 4|TREND#1Consumers Will No Longer Settle for ConvenienceT/012023/PAGE|11SECTION 4|TREND#1/CONSUMERS WILL NO LONGER SETTLE FOR CONVENIENCEBefore 2020,convenience was king f

20、or retailers.The most innovative brands of the time were focused on broadening their digital offerings,adding self checkout,and implementing new payment options,while others were still focused on brick-and-mortar experiences.Then,the global pandemic forced all retailers to adopt convenience-(and fra

21、nkly safety-)based experiences or risk catastrophic losses.In our research,we discovered that these convenience-based experiences(like BOPIS,self checkout,and the like)are mere table stakes for todays consumer.Now,dont get us wrong.We are by no means saying that these offerings are unimportantjust t

22、he opposite.In fact,without these experiences,consumers will not shop with you at all.So If Convenience Alone Wont Drive Purchases in 2023,What Will?As promised,we mined all 120,000+data points to uncover the experiences that will be differentiators for your consumers in the next year.And because re

23、tail is such a broad industry,we broke down the drivers of acquisition and retention into more specific retail segments:The Brands Social PresenceProactive SustainabilityDigital In-StorePersonalization(Particularly from Staff)Plentiful Stock&Unique OptionsBIG BOXSPECIALTYGROCERYPHARMACYDISCOUNT2023/

24、PAGE|12SECTION 4|TREND#1/THE POWER OF SOCIAL MEDIA&INFLUENCER MARKETINGThe Power of Social Media&Influencer MarketingWhen looking at retail as a whole,we found that a strong social media presence drove acquisition and retention across the board.In our data,over 60%of retailers who had a strong TikTo

25、k and Instagram presence noted higher“purchase intent”sentiments.And since a large component of social media presence for retailers is influencer marketing,we asked whether consumers had purchased from a retail brand because of a social media influencer in the last year.Heres what we found:Yes,you r

26、ead that right!But,what about plans to purchase with influencer codes in the next year?Well,our findings were equally as positive:One of two consumers will make a product purchase via social signals(Influencers)in 2023One of three of those consumers will make a purchase from a brands social page(Ins

27、tagram,TikTok,etc.)/LAST MONTH/LAST 6 MONTHS/LAST YEAR/NEVERIN 2022,70%OF EMERGING CONSUMERS PURCHASED A PRODUCT THROUGH A SOCIAL SIGNAL A 6%Increase Year-Over-Year(See 2022 Report)GEN Z(1997-2012)GEN X(1965-1980)MILLENNIALS(1981-1996)BABY BOOMERS(1946-1964)52%42%20%17%11%42%42%42%42%42%42%42%42%42%

28、42%42%2023/PAGE|13SECTION 5|TREND#2Consumers Now Expect Hybrid ExperiencesT/022023/PAGE|14Gone are the days of siloed in-store or online experiences.Consumers will expect a seamless blend of both in 2023but what does that look like?Previously,elements like tap-and-go payment,BOPIS,free-shipping on r

29、eturns,and the like would have been considered cutting-edge hybrid experiences,but staying true to our theme,they are now expected.In fact,one of three of your consumers will expect your brand to adopt a hybrid approach.To drill down even deeper,we asked consumers to rank the hybrid experiences they

30、 expect retail brands to offer with the stipulation that without those experiences,theyd be unlikely to purchase.Heres what we heard:HYBRID EXPERIENCES CONSUMERS WILL EXPECT YOU TO OFFER:Consumers were particularly adamant that one of these experiences in particular was a make-or-break option.TAP-AN

31、D-GO OPTIONS(Tap your card/phone and walk out)#1 RANKEDFREE RETURNS(Flexible return&refund options)#2 RANKEDSTAFF PERSONALIZATION(Attentive,helpful,and dedicated staff)#3 RANKEDBUY NOW,PAY LATER(More flexibel payment methods)#3 RANKEDONE STOP(Eveything youd need in one place)#4 RANKEDSECTION 5|TREND

32、#2/CONSUMERS NOW EXPECT HYBRID EXPERIENCES2023/PAGE|15Customized Colors$59.00Hybrid Experiences That Will Exceed Consumers ExpectationsSo now that weve defined the elements that will stop consumers from purchasing and which experiences will help consumers to consider purchasing,lets take a look at t

33、hose hybrid experiences that will seal the deal.SECTION 5|TREND#2/HYBRID EXPERIENCES THAT WILL EXCEED CONSUMERS EXPECTATIONSOver 40%of consumers said they will stop purchasing from your brand if free refunds and returns are not offered.Talk about an ultimatum!The voice of the customer is really stro

34、ng here,however,there are many retailers that are forgoing their free return policies due to“bracketing”(the process of buying one size smaller and one size bigger to see what fits)costing them extra in returns.Though this policy change may cut costs initially,its clear that it will also cost your b

35、rand quite a few customers in the long term.2023/PAGE|16Essentially,consumers in 2023 want to bring their favorite digital experience elements into the physical store with them.Whether its seeing what other buyers had to say in the moment,+In our research,it became clear that consumers were excited

36、at the prospect of using their mobile devices as a part of their in-store experience in a variety of ways:Theyd like to leverage their phone/an app to view product ratings and reviews while browsing in storeTheyd like to view recommended product pairings via an app/mobile site while in storeCONSUMER

37、S SAID.SECTION 5|TREND#2/CONSUMERS NOW EXPECT HYBRID EXPERIENCESgetting product pairing recommendations,or other similar options,your consumers are looking to be wowed with Amazon-like personalization while in store.Its time to start delivering!Theyd also like to be able to view product options(such

38、 as colors or sizes)by scanning a product with their smartphone in storeTheyd like to view social media product reviews/mentions while shopping at a brick-and-mortar locationONE OF TWOONE OF TWOONE OF THREEONE OF FOUR2023/PAGE|17SECTION 6|TREND#3Traditional Approaches&Understandings Are Officially O

39、utdatedT/032023/PAGE|18Looking at our insights so far,its safe to say that consumers will simply not settle for the same old retail experiences.In fact,perks like free returns or loyalty programs simply will not be enough to turn their heads either.With that in mind,would it surprise you to learn th

40、at our research debunked a few popular customer experience assumptions as well?We thought not.In this section,well be busting some myths about the retail customer experience that will change your approach.SECTION 6|TREND#3/TRADITIONAL APPROACHES&UNDERSTANDINGS ARE OFFICIALLY OUTDATEDTRUE?FALSE2023/P

41、AGE|19FALSE.Though surveys are certainly an important way to get direct feedback from your customers they are by no means the only tool you should be leveraging.When we asked consumers their preferred customer feedback method,39%said they would take a survey,but online reviews are just as important

42、with 36%of consumers saying they prefer to leave feedback on a review site(a significant increase over the 27%we saw last year).SEE FIGURE 3.1So what does this mean for you?Well,it means that if you are only looking at surveys,you are missing out on the insights you could be gaining from online revi

43、ews,social media,and other signals(check out Myth#2 for a clear example).FIGURE 3.1MYTH#1Surveys Are the Most Important Customer Feedback MethodSECTION 6|TREND#3/BUSTING RETAIL CUSTOMER EXPERIENCE MYTHSBusting Retail Customer Experience MythsTFA|VIA A SURVEY/39%B|REVIEWS&RATINGS/36%C|CONTACT DIRECTL

44、Y/18%D|OTHER METHODS/07%HOW CUSTOMERS WANT TO INTERACT WITH BRANDSABCD2023/PAGE|20ABSOLUTELY FALSE.Firstly,we want to clarify that we arent saying“surveys are dead.”But we absolutely have found that surveys alone are not enough to fully understand your customer and non-customer journeysyou have to b

45、ring in other signals to get the context you need to take effective action.MYTH#2Surveys Are Enough to Understand&Improve the Entire Consumer JourneySECTION 6|TREND#3/BUSTING RETAIL CUSTOMER EXPERIENCE MYTHSTFCONTINUED ON NEXT PAGE2023/PAGE|21SECTION 6|TREND#3/BUSTING RETAIL CUSTOMER EXPERIENCE MYTH

46、SLETS TAKE A LOOK AT AN EXAMPLE WE FOUND IN OUR DATA:“The staff were not attentive;no one was around to help me.”“Your staff look EXHAUSTED!No wonder everything is so slow.”“Im overworked.My manager just gives me MORE tactical work!”Starting out with a survey responseWe were then able to add in anot

47、her layer of context with a consumer social signalThings are getting clearer,but what happens when we add an employee social signal2023/PAGE|22If we had merely looked at the survey response,our assumption would have been that the staff wasnt paying attention to the customers,that they were being laz

48、y or distracted.However,when we apply the social signals,we learn that the retail brand is particularly busy and perhaps understaffed at that specific location.The staff are exhausted,and they tell us in their social media posts that they are feeling overwhelmed and bogged down by tactical work,and

49、therefore,they are unable to provide engaging customer experiences.This is why taking an Integrated CX approach is so important.By adding context with signals that go beyond surveys,we are left with a clearer picture of what this particular retail brand needs to do to improve customer experiences.Au

50、dit the busiest shifts to ensure they are not understaffed Look into different tasks that could be automated so employees can spend more time with customers Seek feedback from their employees on how to lessen their stress levels and remove frictionSocial signals clearly make a huge difference in und

51、erstanding the why behind your customer experiences,so dont isolate yourself to surveys!MYTH#2/SURVEYS AND CUSTOMER JOURNEY(CONTINUED)SECTION 6|TREND#3/BUSTING RETAIL CUSTOMER EXPERIENCE MYTHSA FEW ACTIONS THEY COULD TAKE WOULD BE TO:2023/PAGE|23NOT COMPLETELY TRUE.Yes,price does matter,but dependin

52、g on the consumer age group,there are some things that could matter more when it comes to purchasing,particularly product value.SEE FIGURE 3.2Millennials and Gen Z in particular were more willing to buy a more expensive product if it offered higher value(better features,more durable,wider color/size

53、 range,etc.).Gen X and Baby Boomers,however,found price to be more important.MYTH#3Consumers Care More About Price Than Product ValueSECTION 6|TREND#3/BUSTING RETAIL CUSTOMER EXPERIENCE MYTHSTFFIGURE 3.2/PRICE/VALUEDRIVERS OF PURCHASE AND SPENDGEN ZGEN XMILLENNIALSBABY BOOMERS42%61%45%58%39%55%56%44

54、%2023/PAGE|24FALSE.At this point,weve all had this experience:youre talking with your friends about a product youve found and are considering purchasing.The next day,your Instagram feed is packed with ads about that particular product.Creepy?Maybe you thought so at one time,but today,not so much!In

55、our last CX trends report before COVID-19(2019),we asked if personalization was creepy,and we heard that 75%of respondents found personalization to be at least somewhat creepy.MYTH#4Consumers Find It Creepy When Brands Personalize ExperiencesSECTION 6|TREND#3/BUSTING RETAIL CUSTOMER EXPERIENCE MYTHS

56、TF Only 3%of customers noted that social signals were“creepy”7%of customers noted concerns with privacy issues Most customers(45%)noted a more positive sentiment to personalized digital experiencesREACTIONS TO PERSONALIZED DIGITAL EXPERIENCESToday,only 3%of consumers consider personalization to be c

57、reepy,a decrease of 72%in just three years!CONTINUED ON NEXT PAGE2023/PAGE|25Adding emphasis to this change in consumer behavior is the fact that 45%of consumers actually feel positively about personalized ads and the like.So what does this mean for retail brands?Dont be afraid to leverage social si

58、gnals to personalize digital experiences!Theres no need to be concerned about consumers feeling creeped outin fact,theyre more likely to appreciate your efforts.MYTH#4/CREEPY PERSONALIZED EXPERIENCES(CONTINUED)SECTION 6|TREND#3/BUSTING RETAIL CUSTOMER EXPERIENCE MYTHSEMPHASIZING NEW CONSUMER BEHAVIO

59、R45%of consumers actually feel positively about personalized ads2023/PAGE|26SECTION 7NOW YOU KNOW WHATS NEXTHeres How to Take Action2023/PAGE|27Listening and analyzing to gain insights is only half of the battle when it comes to business strategyyour success truly hinges on your ability to take acti

60、on based on your understanding.Thats why our experts have taken the insights from this Retail Consumer Trends Report and put together three action steps you can take today to capitalize on your learnings!Weve also taken it one step further by adding stories from our clients who are blazing the trail

61、 in retail.Its obvious from the trends that surveys alone cant give you the depth of understanding you need to make decisions about your staffing,merchandising,marketing campaigns,and beyond.They might give you a gateway into consumer perception,but surveys alone cant deliver the why behind your cus

62、tomer experience.So,what do you need to do?You need to start listening to new signals and you need a customer experience platform that is capable of mining data from all STEP#1:Enable New Consumer Signals in Your CX Programthose signals and consolidating it all into one platform.Not only that,but yo

63、ur platform needs the analytics to turn that data into actionable insights that can be shared across your organization with customizable reports.If youre thinking that sounds like a CX unicorn,we get it.But a solution that powerful is anything but fantasy.The InMoment XI Platform is capable of doing

64、 all of that and more.Check out the graphic below to see how the XI Platform handles the end-to-end CX program.13SECTION 7|STEP#1/ENABLE NEW CONSUMER SIGNALS IN YOUR CX PROGRAM2023/PAGE|28With the XI Platform,you are able to collect data from every consumer signal imaginable,from the contact center,

65、to survey data,to social media and review site data.With this 360 picture of your voice of customer,youll gain additional context that makes the difference between an assumption and a true insight(revisit our example here).STEP#1:ENABLE NEW CONSUMER SIGNALS IN YOUR CX PROGRAM(CONTINUED)SECTION 7|STE

66、P#1/ENABLE NEW CONSUMER SIGNALS IN YOUR CX PROGRAMSOCIAL SIGNALS Stakeholder Acquisition,Adoption&MoreTARGETED SURVEYS Pain point&Business Question FocusedREVIEW DATA Stakeholder Advocacy,Retention/Churn&MoreINTERNAL DATA Segmentation&Persona DefinitionsOTHER DATA“Fill In The Gap”;Targeted Responses

67、&MoreCONVERSATIONS Contact Center Transcriptions,Commu-nity-Panels&MoreINDIRECT FEEDBACKDIRECT&OTHER FEEDBACKSTRATEGIC SERVICES 50+Years Insights Expertise,Consultation,Modeling,etc.OUR AI-DRIVEN XI PLATFORM Text Analytics,Reporting,Real-Time Alerting2023/PAGE|29SECTION 7|CUSTOMER STORYCUSTOMER STOR

68、YConsumer Electronics Retailer Leverages XI Platform to Combine the Power of VoC&Social Listening SignalsThis consumer electronics retailer used to approach their customer experience and voice of customer by designing,distributing,and analyzing a wide range of surveys.The brand knew they needed to d

69、iversify and optimize their approach to keep up with consumer preferences and gain a more holistic,actionable approach to customer experience.Thats why they partnered with InMoment!Reduce survey spend by substituting social signals where possibleCombine social data with survey responses to add addit

70、ional insight into the customer experience and explore the feasibility of reducing their survey spendIdentify common themes and correlations in the social data to use as a reliable,immediately-actionable proxy for customer survey responsesThis new partnership allowed the company to enable new custom

71、er signals by integrating social media data with their VoC data.This initiative allowed them to:2023/PAGE|30In this trend report,we really dove into what the new drivers of purchase will be in 2023.But where do you go from here?Well,weve created this sharable chart breaking down the purchase drivers

72、 so you can refer back to them during strategy sessions and beyond:STEP#2:Share&Align with the New Drivers of PurchaseBut printing this chart out or saving it to your desktop wont enact any change.These insights(as well as any insights you gain from your CX program)are only valuable if you share the

73、m with the people in your organization who can take action.23SECTION 7|STEP#2/SHARE&ALIGN WITH THE NEW DRIVERS OF PURCHASE2023/PAGE|31This is where a cross-functional CX governance group comes in handy.If you havent already,we highly recommend creating a cross-functional group where you can meet and

74、 share relevant insights with organization leaders.Not only will this enable you to showcase your learnings,but its an opportunity to tailor those learning to leaders and show them exactly what they have to gain by getting involved in your CX program.If youre thinking,“Another meeting?My schedule is

75、 already packed,”no worries!You can also leverage custom reports to share relevant insights with your marketing,product,HR,and other teams via InMoments Field Reporting.STEP#2:SHARE&ALIGN WITH THE NEW DRIVERS OF PURCHASE(CONTINUED)SECTION 7|STEP#2/SHARE&ALIGN WITH THE NEW DRIVERS OF PURCHASEWith Fie

76、ld Reporting,CX program managers can empower team members who dont have“CX”in their titles with customized reports that pertain directly to their every day jobs.Leveraging its self-serve capabilities,you can create tables of aggregated or response-level data to build visualizations and dashboards th

77、at meet your specific business requirements.In other words,you can create quick,easy to understand reports to keep your stakeholders in the loop.2023/PAGE|32SECTION 7|CUSTOMER STORYCUSTOMER STORYInMoment Client Leverages Monthly Cross-Functional Groups&Dashboards to Create Customer CentricityOne InM

78、oment customer was searching for new ways to use customer feedback to drive positive experiences.In partnership with InMoment,the CX team started monthly deep-dives into customer feedback in order to understand the customer and their interactions throughout every stage of the customer lifecycle.The

79、team uses dashboards developed on-the-fly to find new business intelligence,makes hypotheses based on up-to-the minute feedback,and finds the pain points that matter most to the customer.The forum also identifies customer pain points that Achieve more immediate cross-functional actionImprove interna

80、l processes for a smoother customer experienceImprove customer communicationsmay have been overlooked in the past,and ensures that relevant stakeholders and leaders see the impact of company decisions on customers more effectively.As a result of these meetings,our client was able to:2023/PAGE|33SECT

81、ION 6|TREND#3/BUSTING RETAIL CUSTOMER EXPERIENCE MYTHS2023/PAGE|34Yesterdays innovations are officially just table stakes to your customers but that means there has never been a better time to challenge your current strategies!Retail is a space that invites and celebrates the new and the daring,espe

82、cially when it comes to experiences.This is a great time to start investigating hybrid experienceswhether you want to bring the digital into the physical store(like one in two customers wants you to)or bring the in-store experience into the digital,2023 is your time!And once youve introduced your in

83、novative experience,leverage your CX program to gauge consumer response.InMoments Data Exploration is a search-based text analytics tool that provides a quick and easy way for you to sort through feedback to identify trends,anomalies,and spiking topics across multiple data sources.STEP#3:Focus on Su

84、pplying Truly Innovative ExperiencesWith Data Exploration,you can search consumer feedback to understand how people are responding to new hybrid offerings like digital try on,product scan-ning in store,personalized recommenda-tions,and more!That way,you can adapt new features,fix any bugs,and make y

85、our new experiences a success.33SECTION 7|STEP#3/FOCUS ON SUPPLYING TRULY INNOVATIVE EXPERIENCES2023/PAGE|35SECTION 7|CUSTOMER STORYCUSTOMER STORYLegendary Global Footwear Retailer Leverages XI Platform to Optimize Digital ExperienceThis footwear retailer had a goal to convert more online window sho

86、ppers into happy customers.But to accomplish that goal,they knew their check out process on their website might be a problem.Thats why the brand turned to their CX partner,InMoment,to help them identify friction points in the check out process.Together,the team implemented an InMoment Digital Interc

87、ept on the check out page to quickly collect feedback in the moment.The brand was able to identify key drivers of negative experiences,including unnecessary questions,confusing shipping info forms,and an inability to apply discounts.The CX team was able to deliver a report to the web development tea

88、m with suggestions for areas to improve,creating a quick win for both teams With a seamless,improved check out,the brand was able to increase its web conversion ratesHeres the result:2023/PAGE|36SECTION 7|DONT JUST FOLLOW THE TRENDS.BE THE RETAILER WHO STARTS THE TRENDS WITH INMOMENTDont Just Follow

89、 the Trends.Be the Retailer Who Starts the Trends with InMoment.Youre now armed with whats to come in 2023.So what are you waiting for?Its time to take action by enabling new customer signals,sharing your findings,and focusing your efforts on innovative experiences.Unsure if your existing CX vendor

90、can help you do that?We would be happy to talk to you about how InMoments XI Platform and team of experts are exclusively positioned to take you to the next level and get you these insights year round!You can reach out to us directly at or via the chat on our website.In the meantime,check out the XI

91、 Platform Brochure to learn about how InMoments Integrated CX approach and three part solution(data,technology,and expertise)can help you to stay ahead of the trends and make success-driving business decisions.2023/PAGE|37About InMomentImproving experiences is why InMoment exists.Our mission is to h

92、elp our clients improve experiences at the intersection of valuewhere customer,employee,and business needs come together.The heart of what we do is connect our clients with what matters most through a unique combination of data,technology,and human expertise.With our hyper-modern technology platform

93、,decades of domain authority,and global teams of experts,we uniquely deliver a focus on Experience Improvement(XI)to help our clients own the moments that matter.Take a moment and learn more at .TO DEMO A PRODUCT OR TO CONTACT US CALL:Or email us at NORTH AMERICA+1 385 695 2800 APAC+64 9 884 8500UK&IRELAND+44(0)1494 590 600GERMANY+49(0)40 369 833 0RP-02369-03-NA|COPYRIGHT 2023 INMOMENT,INC2023/PAGE|38