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The State of CX for Retailers

We surveyed 200 C-suite executives across the United States to understand how they’re navigating today’s challenges—and what strategies they’re using to not just weather the disruption, but actively transform their people, processes, and technologies. Ultimately, we wanted to learn how they plan to stay relevant, grow market share, and remain competitive in a rapidly evolving landscape.  

What you’ll get from this report: 

  • Gain a strong understanding of how and where companies are implementing AI.
  • See what challenges companies are experiencing with AI adoption – and see how you could avoid similar pitfalls. 
  • Understand how AI is restructuring organizations and job roles – and how they are managing this change.
  • Understand how businesses are implementing ‘reskilling’ and ‘upskilling’ within their organization and the issues they are facing.
  • See how and why many companies are retooling their onboarding and new hire training programs to stay competitive. 
  • Get a first-hand look at the threat of the “Peak 65” wave that is hitting now and into 2027.

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retail industry, retail shopping, retail customer experience, retail customer service,

NRG & Retailers

Why NRG understands retailers

It’s about the intersection of People, Process & Technology with four key focus areas — Customer Experience, Employee Experience, Digital Experience and Operational Excellence. It’s about understanding how to maximize one without cannibalizing the other three, creating a fine balance of the very best of each.
This symbiosis, this ying to a yang, allows for an ecosystem where employees are empowered with processes and tools that make their jobs easier, providing customers unparalleled experiences, all while using technology platforms that offer seamless digital handoffs.
After more than 50 years of team experience in consulting for retail giants across the United States, we know this is the only way to achieve success.
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