Vision to Wow

Did you know that retail CX has declined over the last 12 months, as per the 2024 Forrester CX Index? Not surprising since 56% of shoppers still say they get different answers from retailers for the same question across touchpoints (Source: Dimensional Research).

Yes, implementing customer service channels and making sure they are unified is important but if a retailer cannot give correct and consistent answers to shopper queries, moving the needle on CX will be next to impossible.

Specsavers, the multinational optical retail chain, delivers superior digital-first, knowledge-powered customer service at scale, powered by eGain, serving millions of consumers across 11 countries.

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