This report examines how European retailers are shifting from transaction-focused models to experience-driven engagement. It highlights rising consumer expectations for personalization, speed, and omnichannel consistency amid inflationary pressures. The report explores AI-driven personalization, retailtainment, and phygital experiences as key differentiators. Data privacy, regulatory compliance, and trust are emphasized as essential foundations. The report concludes that retailers who invest in emotionally engaging, AI-enabled CX strategies will outperform competitors in retention, loyalty, and long-term growth.

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