October 21, 2019 4:00PM ET

Shoppers Expect ‘Same Caliber of Service’ Across Channels—But Retailers Aren’t Delivering, Oracle Says

Oracle Retail's consumer survey shows that retailers may be left in the dark about what shoppers actually expect in-store and online. — CREDIT: Shutterstock

A new global consumer survey revealed retailers have plenty of work to do when it comes to matching their in-store and online experiences with consumer expectations. In “Setting the Bar: Global Customer Experience Trends 2019,” Oracle laid out the disconnect between consumer and retailer, surmising that consumer expectations and behaviors have diverged significantly from what…

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