Customer experience in retail and e-commerce

Retail CX is evolving — convenience is king. With 71% of retail consumers dictating their brand loyalty, retail brands need to focus on CX to build their customer base. The race is on to please consumers, and the only way to cross the finish line first is by offering customers what they want, how they want it and when they want it.


retail clients supported


agents supporting retail customers




delivery countries

Be the one-stop shop your customers need

The roadmap to digital experiences


of consumers use +3 channels to communicate with companies

E-commerce is constantly redefining the retail sector, taking a greater share of the total market each year — 53% of consumers believe the online retail experience is superior, and 76% say convenience is the biggest benefit of online retail.

And online reputation is key to building a customer base — 62% of consumers agree that social media influences their brand choices. For both brick-and-mortar and online shops, success means finding more digital ways of connecting with consumers.

How we help
  • Unique playbooks ensure our solutions deliver for your business from day one, thanks to our expertise in the retail services industry
  • Data-driven roadmaps lead to measurable results supported by our skills and leadership in consumer analytics
  • Strong omnichannel solutions offer more ways to connect, including 24/7 voice and non-voice capabilities and chatbots

Consumers expect frictionless experiences


of consumers would pay more for a superior experience

Elevate your entire retail journey

While customers expect interactions to be seamless, each individual has their own definition of a positive experience. Long-term loyalty is reliant on knowing your customers, but behavioral patterns are constantly evolving.

Understanding your audience is key to creating more consumer-centric experiences. Our research shows 60% of consumers expect some level of personalisation as standard.

How we help
  • Analytics including voice of the customer programs identify consumer groups and their preferences
  • Voice and non-voice capabilities deliver customer-centric experiences, including email, live chat and social media solutions
  • Innovative technology ensures your CX is never left to chance, including prompting the next best action

Retention and loyalty are reliant on satisfaction


program support

CX solutions that result in increased sales, fewer returns and greater customer loyalty

The more satisfied your customers, the more likely they are to return, and loyal customers tend to spend 31% more than regular customers and are 50% more likely to buy new products.

By establishing a strong omnichannel strategy and collecting and analysing data, you can identify trends and predict purchasing patterns to gain a solid understanding of how CX delivery drives loyalty.

How we help
  • Data-driven omnichannel management that drives customer satisfaction and reduces operational costs
  • Monitor 100% of consumer contacts across voice and non-voice channels to boost satisfaction
  • Leaders in analytics, AI and automation, Foundever™ can make your data work for you

Related Certifications

ISO 27001:2013 and ISO 27002:2013
SOC Type 1 and SOC Type 2

Transform your retail CX with Foundever™

As consumer expectations evolve, their willingness to leave a brand with a poor CX grows. Best-in-class retail experiences are determined by your understanding of your customer base and their relationship with your brand, tech-powered frictionless experiences and a strong omnichannel strategy.


brands partner with Foundever


languages supported


customer experiences supported daily


associates across the globe

Learn the retail CX insights that can shape your success

Are Your Vulnerable Customers Getting Enough Support?
Fuel bills are rising at an unprecedented rate. Discussions about fuel poverty and the Cost…
Now or Never: Facing the Dangers of Complacency in the Travel and Tourism Industry
The travel industry continues to face major challenges. Organisations need to empower their CX teams…
Is the EV revolution at risk? Supply chain delays risk halting EV uptake
The demand for Electric Vehicles is on the rise and in challenging times manufacturers who…
Which Technologies Really Deliver the Best Consumer Experience for Manufacturers?
Manufacturers that see technology as something that is simply bolted onto existing operations to solve…
5 Steps Manufacturers Can Take for Building Long-Term Customer Relationships
By focusing on understanding who their target audience is and using that knowledge to reimagine…
Delivering the Best Customer Experience from Anywhere
Work from home became the norm at the beginning of the COVID-19 pandemic. Nearly two…
Why Is Customer Multiexperience So Disruptive?
Digital transformation began a new era for customer experience (CX) — the multiexperience represents another…
How Customer Service Automation Is Humanising the Customer Experience
Digital transformation began a new era for customer experience (CX) — the multiexperience represents another…
3 Plays to Build Your Brand’s Fandom Like the Pros
Sports teams have the most loyal—and loudest fans—in the world. They invest time, money and…
Top Customer Experience Management Trends in Telecoms
The impact of the COVID-19 pandemic on people’s day-to-day routines drove up consumer demand for…

Types of services or lines of business

Customer service

  • Acquisition
  • Account/billing inquiry
  • Returns and refunds
  • Shopping cart
  • Retention and loyalty programs
  • Consumer rentals
  • Complaint/issue resolution
  • Chat and email support
  • Pre- and post-sales assistance

Sales program

  • Inbound phone B2C and B2B sales
  • Outbound phone sales
  • Winback/save retention
  • Cross-sell and upsell
  • Chat and email support
  • Technical support

Additional services

  • Collections
  • Payments
  • E-commerce
  • Item processing