Talkdesk：2020年客户在零售业的未来体验报告（英文版）

While customers have to date been fairly forgiving of substandard experiences in light of the business volatility, there is evidence that patience is wearing thin. And those retailers that do not make a sustained effort to improve CX in 2021 will not only be in danger of losing custom to more customer-centric competitors, but they will also be illprepared to capitalise on a return to relative normality. As we have seen in this report, there are several areas that retailers should focus on in