There's no nice way to say this - a bricks and mortar shopping trip can often be a stressful experience. Technology has long been touted as the saviour of the user experience in physical retail but there's a long history of false promises, high hopes and missed chances.
You could fill a graveyard with all the technologies that have been proclaimed as “the future of retail”. For example, QR codes were hailed as a way of bringing a richer, more informed experience to the real world, until it became apparent no one knew how to scan them!
https://www.mycustomer.com/experience/engagement/cx-in-retail-whats-hype-whats-hot-whats-not/
It used to be that most technology interfaces with a customer interaction point were system-specific: One type of action being served and captured by one piece of technology. However, as the customer experience technology stack has evolved, we now have single interaction points that are either driven by, or feed, multiple backend systems. We also have, as is the case with the payment terminal, interfaces being developed that combine different ways of entering responses or acknowledging actions.
https://www.cmswire.com/customer-experience/let-the-customer-experience-drive-your-technology-design/
In 2004, there was roughly the same number of searches for user experience in comparison to customer experience, according to Google Trends. By 2017, search interest for user experience had doubled, but search interest for customer experience had almost trebled. It was around the middle of 2013, that customer experience began to pull away from user experience, so that by 2017, for every 100 searches for customer experience, there were only 64 for user experience.
https://www.cmswire.com/customer-experience/from-user-to-customer-from-silo-to-experience/
Customer experience value is seldom quantified from the customer’s viewpoint. We explore it through customer journey mapping, customer advisory boards, surveys, user experience testing, and so forth. Even so, we still may not be sizing it up from their perspective.
https://www.business2community.com/customer-experience/customer-experience-value-creation-01982920/
The Customer Experience (CX) is the preoccupation for most customer facing organisations. In an age where customer service is the definitive part of many retail offerings, CX is a key ingredient in retaining and growing the customer base.
https://mopinion.com/the-difference-between-a-user-experience-and-a-full-customer-experience/
Shopping cart abandonment is an occurrence that plagues many retailers and webshops all over the world on a daily basis. By definition, shopping cart abandonment is when a potential customer starts the checkout process for an order online but drops off before completing the purchase. You will probably all agree with me when I say that the thought of the customer getting all the way to the shopping cart only to leave empty-handed is a very troublesome one, which is why it’s important to take action and stop it.
https://mopinion.com/5-user-experience-ux-strategies-to-reduce-shopping-cart-abandonment/
User onboarding is the period in which your business is likely to receive the most feedback and support questions from your customers as they want to get started using the product. This makes onboarding an ideal moment to learn from your customers and use those learnings to improve.
https://mopinion.com/user-feedback-the-secret-to-successful-user-onboarding/
Brought on by the steady rise in mobile users and usage worldwide, mobile user experience (or Mobile UX) has recently become a major focal point for many digital marketers. It essentially encompasses how customers experience a mobile app while they’re active in the app itself. With the goal of offering a smooth and user-friendly UX, mobile UX is something which must be continuously optimised – especially if businesses wish to maintain a loyal and satisfied customer base. This is where the collection of in-app feedback comes in handy.
https://mopinion.com/why-collect-in-app-feedback-mobile-ux/
As user experience teams focus on developing innovative digital services that make the user experience easier and better, they must first ensure the challenges of website and application uptime and availability are under control.
The demand for constant availability of apps, sites, and services is nothing new. Digital users are only getting more demanding, and businesses that ensure their services are ‘always up’ and performing will dominate those who can’t successfully tackle performance issues.
https://customerthink.com/tackling-new-customer-experience-challenges/
The e-commerce website is a critically important part of the customer experience; for many customers, it will be the only way of interacting with the company. If the e-commerce website delivers a poor user experience (UX), visitors will click off the site or abandon the shopping cart without giving the company’s customer care team a chance to intervene.
Therefore, it is imperative for an e-commerce website to meet all UX standards. (UX standards apply to website design and can be considered a subset of CX.) These are key areas to execute properly to ensure that all customers have a positive experience on the site, whether or not they make a purchase.
https://www.ameyo.com/blog/is-your-e-commerce-website-meeting-customer-experience-cx-standards/
