Pioneering the Next Wave of Customer Experience (CX) in Retail and CPG: Trends, Insights, and Winning Strategies

This report analyzes current trends and strategic approaches in Customer Experience Management (CXM) across global retail and Consumer Packaged Goods (CPG) and e-commerce industries. It highlights the growing significance of personalized, AI-driven, and omnichannel experiences that shifting consumer expectations and technology innovations shape.

Additionally, the report examines the dynamics of outsourced CXM, regional adoption patterns, and implications of macroeconomic factors such as tariffs. It also identifies prominent CXM providers and assesses preparedness for generative AI adoption, delivering strategic guidance for enterprises and providers alike.