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Retail Customer Experience Retail Customer Experience

XM Solution Guided Program

Retail Customer Experience

Increase customer loyalty, online conversion, and customer share of wallet with an end-to-end CX solution built by retail subject matter experts.

Core Experience

Customer Experience

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Understand what’s driving customer behavior and develop premium, personalized experiences in-store, online and through your app. Designed and built by retail customer experience experts, this best-in-class program is designed to help you provide premium customer experiences that deliver back to your bottom line.

Jump-start your CX program with:

  1. Surveys built by retail experts and validated by leading retail brands
  2. Role- and channel-based dashboards to identify and share key customer insights
  3. Pre-loaded retail industry topics for text analysis

Outcomes Delivered

  1. Get powerful CX insights in less time
  2. Monitor and optimize the retail customer journeys to better understand behavior
  3. Create a roadmap for future growth to increase program coverage and capabilities
  4. Deliver a premium customer experience across all channels

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Uncover Customer Insights in Less Time

With expert-designed surveys and pre-built dashboards, the XM Solution for Retail can help you deploy a best-in-class CX program across your entire organization. Understand your customers’ experiences across each stage of the customer journey, identify improvement areas, and deliver a premium customer experience – all in less time so you can see value more quickly.

Start fast then grow your retail CX capabilities

Qualtrics uses a 3 phase approach to implement and grow your retail CX program:

  1. Deploy transactional customer experience surveys across multiple channels to establish a baseline and identify areas for improvement.
  2. Add surveys across priority channels and expand across relevant customer journeys to get a full understanding of every key touchpoint
  3. Deep-dive into your most impactful customer journeys (e.g. digital purchase experience, at-home delivery services)

Your program will always be best-in-class too, with access to additional surveys, dashboards, new features, and industry benchmarks when they’re released.

What You Get

Expert-built Surveys

Get pre-built retail customer surveys designed by experts and proven to help you get the insights you need to improve the customer experience:

  • Shopper Transactional Surveys
    • Digital
      • Visitor/Shopping
      • Purchase
      • Cart Abandonment
      • Post Fulfillment
    • In-Store
      • Non-Purchase
      • Purchase Experience
      • Pickup Experience
    • Support
      • Customer Support


Turn data into insights with dashboards and reports ready-built to help you share insights across the organization and start making CX improvements today:

  • Digital:
    • Overall Site and App Experience
      • Executive
      • CX Analyst
    • Order-Delivery Experience
      • Supply Chain Team
      • eCommerce Team
    • Conversion & Adoption
      • Digital Tea,
      • CX Analyst
  • In-Store: Overall Purchase Experience
    • Executive
    • Regional Manager
    • District Manager
    • Store Manager
  • Support: Customer Support
    • Executive
    • Support Team Manager
    • Support Agent

Implementation & Service

A dedicated Qualtrics Implementation Consultant will work with you to provide XM Solution content with custom logo/branding.

Post-deployment, a Qualtrics Customer Success Manager will work with you to make sure your CX program is running smoothly, provide support, and alert you to new features and updates.

Let them be your personal concierge in integrating Qualtrics XM technology with your business.

Implementation services and integrations cost dependent on the number of surveys and dashboard configurations and advanced add-on features.

Additional Resources

  1. eBook: Become a Leader in Retail Customer Experience
  2. Article: 7 Examples of Customer Experience Management in Retail
  3. Webinar: Unlock the Secret to CX in Retail

Solution Details

Required License: Customer Experience 1



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