The spotlight on customer experience (CX) has never been brighter, and a positive or negative experience can highly impact a retailer’s bottom line and overall image. The onset of the COVID-19 pandemic caused a serious disruption to the retail industry and customer expectations.
Forrester research shows that consumers do not trust brands to make wise choices about keeping them safe during the pandemic, with only 13% of consumers trusting retailers to do a good job at sanitization and social distancing. Rebuilding customer trust will continue to be a challenge for brands.
