Empathy Experience Index (EXi) Report: Multichannel Retail

Over the past 18 months, retailers have been forced to change the way they do business and deliver experiences to their customers. During this time, customer loyalty has been impacted and retailers are now in the difficult position of needing to rebuild customer loyalty. The most effective way to do this is through the creation and execution of empathy-driven experiences.

This report leverages the UserTesting proprietary Empathy Experience Index (EXi) methodology to explain why empathy is the key to building loyalty and its impact on the bottom line. The report examines what the top five multichannel retail brands are doing to drive empathy-driven experiences.

Get the report and you will learn:

  • Why digital touchpoints and channels need to be humanized
  • Why existing customers are the key to faster ROI
  • Why customer empathy spans business units




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