A GUIDE TO CUSTOMER EXPERIENCE FOR RETAIL A Conectys made WhitepaperEU +32 929 80111 | UK +44 203 318 1593 | US +1 646 381 1599 conectys.com White Paper Customer experience is important in any industry, but it’s possible to argue it matters the most in retail. The sheer scale of e-commerce brands over the last decade has dramatically increased the need for quality customer experience across the digital retail experience, as well as up-selling, cross-selling, and the ability to handle contentious customers and returns. The pandemic laid bare a lot of these issues with retail as well. Per McKinsey, we have seen a consolidation of shopping trips: in China, for example, the number of transactions in grocery declined by 30 percent during the pandemic, while the average value per transac

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