Retail & E-Commerce Customer Experience

Shoppers don’t think in channels — they think in experiences.

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Today’s retail and e-commerce customers move fluidly between digital storefronts, in-store experiences, mobile touchpoints, and support channels — often within the same journey.

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And with growing expectations around personalization, convenience, and consistency, a fragmented experience isn’t just frustrating — it’s a revenue risk.

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At TCXA, we help retail and e-commerce brands design customer experiences that are intentional, seamless, and scalable.

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Whether you're optimizing a DTC journey, connecting in-store and online touchpoints, or aligning your experience strategy with evolving customer behaviors — we bring structure, insight, and strategy to every moment.

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We work with CX, digital, and marketing teams across retail and e-com to address key friction points:

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• Disconnected experiences between physical stores and online platforms

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• Low personalization despite high data availability

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• Inconsistent messaging or service across channels

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• Drop-offs in key moments: cart, checkout, post-purchase

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• Loyalty challenges in saturated markets

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• Misalignment between CX vision and operational execution$

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Whether you're a global retailer or a fast-scaling DTC brand, we help unify your journey — turning insights into actions that drive conversion and loyalty.

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We bring together customer insights, journey strategy, and omnichannel thinking to help you meet — and exceed — modern shopper expectations.

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Our services for retail and e-commerce brands include:

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Shopper Research & Segment Mapping : Understand how different audiences shop, what influences their behavior, and where the gaps are across digital and physical journeys.

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Omnichannel Journey Mapping : Visualize and align the entire customer experience — from discovery to delivery to re-purchase — across in-store, mobile, social, and support channels.

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CX Strategy for Retail Growth : Design scalable customer experience strategies that connect brand purpose with shopper needs, and drive both loyalty and LTV.

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Experience Personalization Blueprints : Identify where, when, and how to personalize the customer experience — without adding complexity to your tech stack or team workflows.

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Customer Playbooks & Experience Standards : Create consistent, actionable CX principles that guide teams across departments — from marketing to store ops to service.

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Whether you’re a luxury fashion retailer, a home goods marketplace, or a tech-enabled e-commerce brand, we help turn one-time purchases into long-term relationships.

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“Working with TCXA gave us the clarity we needed to scale our customer experience across all our channels. We now have a unified journey, smarter segmentation, and a clearer CX strategy that’s embedded in how our teams work.”

— VP of Digital Experience, Versuni

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Your customers don’t see channels — they just expect great experiences. Let’s make sure your retail and e-commerce journey delivers. Talk to our team