2025 Retail Customer Experience Index

Talkdesk

The 2025 Retail Customer Experience Index offers a detailed evaluation of how leading retailers are adapting to meet evolving customer expectations. It underscores the rising significance of omnichannel personalization, self-service, convenience, speed, and proactive customer service across various retail sectors.

This report also provides critical insights into the state of customer service and engagement across 146 retailers, spanning 11 key industry segments including Apparel, Home Furnishings, Consumer Electronics, General Merchandise, Luxury and more.