W H I T E P A P E R Customer Experience in Retail Data Drives Everything Sponsored byS P O N S O R P E R S P E C T I V E To say customer experience (CX) matters is an understatement. In fact, as this research reveals, it’s signi?cantly more important for retail than for all other industries combined. (see ?gure 1). Price and product quality will always be values consumers care about, but in the post-Covid-19 world, people are demanding digitally enabled shopping experiences—in both the virtual and physical spaces. The pandemic has radically and fundamentally changed the way we all discover, browse, shop, and buy. Daily life has gone digital, from doctors’ appointments on Zoom to ordering your groceries online to “dining out” via DoorDash—and this shopping behavior is here to stay. Rob Garf Vice President and General Manager, Retail What has emerged is a new de?nition of what superior customer experience is. What matters more than ever is safety, convenience, and trust—most notably, seamless curbside pickup, a frictionless experience while shopping on social apps and voice platforms, and an intuitive checkout on mobile. Salesforce These shifts have