REPORT
Improving Profitability, Loyalty, and Efficiency in Retail Contact Centres
2025 CONTACT BABEL UK RETAIL CUSTOMER EXPERIENCE REPORT
Discover how UK retailers are evolving their customer experience strategies using AI, automation, and omnichannel delivery to stay competitive and responsive in a margin-pressured environment.
Discover how UK retailers are evolving their customer experience strategies using AI, automation, and omnichannel delivery to stay competitive and responsive in a margin-pressured environment.
What’s Inside the Report?
Retail-Specific Trends and Benchmarks
Dive into agent salaries, call durations, queue times, and abandonment rates across 600+ retail contact centre operations.
AI & Automation in Retail CX
Explore how retailers are using AI for agent assistance, email automation, chatbot optimisation, and competitive intelligence.
Improving Loyalty Among Younger Shoppers
Understand why younger customers are defecting and how CX teams can better engage them with tailored interactions.
Channel Shift & Digital Strategy
Learn how top retailers are balancing live telephony, email, web chat, and self-service—while addressing failure rates in digital channels.
Competitive Edge Through Real-Time Insights
See how AI tools can extract competitor mentions from live calls and support sales agents with rebuttals and talking points.
Why This Report Matters?
Retail contact centres face tight margins, rising customer expectations, and fierce competition. This report provides data-driven insights and actionable strategies to help you:
- Improve call profitability without sacrificing service quality
- Reduce cost per contact with smarter automation
- Retain younger customers by improving omnichannel experiences
- Leverage AI to track and outperform your competition
Get your free copy of the 2025 Contact Babel UK Retail Customer Experience Report today and unlock expert insights to drive smarter, more efficient customer operations.