The retail industry is increasingly recognizing the value of mystery shopping as a means to assess the overall customer experience. This involves assessing customer service, store operations, and the effectiveness of merchandising. Given the fierce competition in the retail sector, businesses are increasingly focusing on providing exceptional customer service, leading to its growing significance. The session will explore innovative strategies tailored to travel retail and will feature case study analyses presented by Florian Wimmer, Client Services Director at ISC-CX and Alec Denby, Global Operational Excellence Head at Avolta.
