Blog

Embrace the new era of retail CX, where transparency, personalization, and real-time feedback elevate brand-consumer interactions.

You feel it, right? The current approach to customer feedback is fundamentally broken. You’re only hearing from your angriest, loudest customers. They’re making you chase after issues you can’t quantify. And after all that – these customers can still go online and trash your business. Whatever department you’re in – from ops to CX – it seems being customer-centric is a lot harder said than done.

Have you ever agreed to take part in a survey, feeling generous about sharing your feedback…and then many looooong boring minutes later found yourself wishing you hadn’t - perhaps ultimately walking away without completing the survey?  If so – you’re not alone.

Ah, the enigma that is Generation Z. Are they really so hard to decipher? And if so, why does it matter? Certainly, many retailers have spoken to us about the urgent need to connect with and engage the next generation. So what is it about “Zoomers” that makes this so challenging? For one, it’s clear from the research that there’s a real problem with pinning down Gen Z characteristics. It’s easy to rely on lazy assumptions and stereotypes about the TikTok generation –  “they’re digital natives, so of course they prefer to do all their shopping online”.