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Beyond the basket: How to build resilience with digital customer experiences


Today, retailers face a myriad of pressures: increased competition, changing consumer behaviour, spiralling operational costs, and job shortages. When competing in an increasingly unpredictable market leveraging the right technology to improve CX is paramount.

Retailers with a strong emphasis on digital, omnichannel CX are not only more resilient during times of economic uncertainty but deliver higher returns to stakeholders.

To achieve this, retailers must move beyond the contact centre and deliver frictionless data-driven digital-first experiences that span the entire customer journey – every channel, every interaction.

Download this eBook to discover:

Market Leadership

NICE Named a Leader in the 2023 Gartner® Magic Quadrant™ for Robotic Process Automation (RPA)

Case Studies

Vera Bradley

Vera Bradley’s NICE CXone experiences have transformed their CX—like “going from black and white into color.”

Case Studies

Dover Food Retail expands internationally and centralizes all contact center locations on CXone

Dover Food Retail had ambitions to expand its operations overseas, but there was a roadblock in the way: Its contact centers all used different systems. To enter international markets, it needed a centralized cloud contact center platform that all locations could use. Dover Food Retail has made great strides with CXone; it successfully expanded internationally and all of its contact centers in the U.S. and Philippines use CXone. It now has real-time visibility into each contact center’s performance while boosting customer satisfaction and improving important metrics, such as reducing abandonment by 70%.