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Esri | Intouch Insight | Kronos | Retail TouchPoints
Data is from the October 2018 Retail Touchpoints "2018 Store Operations Survey" sponsored by Esri, Intouch Insight, Kronos and Nudge. 115 retail professionals were surveyed during August-September 2018. The majority of the retailers were US-based. The retailers were executives from retail companies with brick-and-mortar stores. The industries represented include: big-box stores (17%), convenience stores (3%), department stores (14%), drugstores/pharmacies (4%), office supplies (2%), specialty hard goods (18%), specialty soft goods (12%), supermarkets/grocery (11%) and other (19%).
What Will Be the Most Transformative Application of Innovation for Customer Service for Businesses Worldwide in the Next 5-10 Years? (% of respondents, April 2019)
Which 3 Technology Trends Will Offer the Biggest Opportunity to the Customer Service Department of Businesses Worldwide by 2020? (% of respondents, by region)
Average Response Times of Businesses Worldwide to Customer Queries, by Region, April 2019 (% of respondents)
What Metrics Do B2B and B2C Companies Worldwide Use to Measure ROI? (% of respondents, April 2019)
Top Channels for Customer Service in 2020 According to Customer Service Executives Worldwide (% of respondents)
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Customer Experience 2019 (Part 1)—Audience Segmentation and Targeting: The Building Blocks of a Better Customer Experience (A 4-Part Series)
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