2023 Omnichannel Customer Service Index
Explore how Incisiv’s 2023 Omnichannel Customer Service Index assesses the digital capability of the top 123 retailers across 9 industry segments, including apparel & accessories, consumer electronics, department stores, general merchandise, grocery, health & beauty, home improvement, specialty, and sporting goods.
Together, Microsoft and Nuance can help your brand provide exceptional customer connections while landing transformative outcomes. Our outcomes focused AI solutions help retailers deliver personalized customer experiences, improving agent productivity, safeguarding interactions, and optimizing agile operations—all available from one industry leader. That’s why we are the sponsors of this year’s Omnichannel Customer Service Index—to provide key market and consumer insights that help retailers fulfill their CX transformation efforts.
Which retailers offer the best omnichannel customer experience
Incisiv’s assessment methodology spans more than 150 measurable attributes, assessing the digital capabilities of 120+ top brands across three key areas: Discovery, Purchase, and Customer engagement & service.
Attributes are then categorized as table‑stakes or differentiating capabilities based on their impact on key digital performance metrics such as average order value (AOV), conversion, and customer satisfaction.
Gaps and opportunities
Assessing top retailers' customer service experience and capabilities across 3 key areas.
How does each retailer stack up?
Explore how each retailer is ranked on all 150 measurable attributes and how they rank among 4 categories: Laggard, Follower, Challenger, or Leader. Leaders offer the richest customer service maturity within and across retail segments. They lead in the adoption of differentiated experiences and are functionally mature across most assessment areas.