Survey says 53% of Retailers think they provide a great CX, only 13% of customers agree
b'Oracle\\u2019s Netsuite division recently put out the Future of Retail report (free with registration) in partnership with Wakefield Research and The Retail Doctor. The global study of 1,200 consumers and 400 retail executives across the U.S., U.K. and Australia found a huge disconnect between what retailers think shoppers want, and what shoppers actually want. Major differences are found in areas spanning the overall retail environment, social media, personalization and the use of advanced technologies such as chatbots, artificial intelligence (AI), and virtual reality (VR).\\n\\nBob Phibbs, better known as The Retail Doctor, shared with me some of his more interesting takeaways from the study, and why the gap is so wide between retailers perception of what customers want, and customer expectations for experiences they want retailers to provide them.'