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In retail, the concept of customer experience (CX) is typically framed through a consumer-facing lens — think loyalty apps, curbside pickup or influencer-driven TikTok campaigns. But the real transformation of CX in the post-pandemic era isn’t happening in apps or ads. It’s happening in the unglamorous trenches of store operations — through workforce tools, communications systems and intelligent infrastructure that the average customer may never even notice.
What’s emerging is a new truth: The future of CX is operational. And the companies quietly reshaping it aren’t your usual suspects.
Related: The 6 Essential In-Store Experiences That Your Customers Want to See
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