The retail journey is familiar with friction, especially in critical areas. First, online shopping conversion rates are perennially low, with massive visitor fall-offs in each stage of the buying process. Second, getting broad, representative customer feedback remains challenging, and retailers need that data more than ever to make improvements.

Retail Brew sits down with NICE to unpack each area. We look at the benchmarks for how the average retail brand performs, the strategies top retailers embrace to change the game, and how AI comes into play. We also analyze specific methods that CX practitioners have employed with leadership to effect change.