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Retail Customer Experience Management Solutions

44% of your shoppers are ready to spend more. What’s stopping them?

Resonate CX is the CX management platform built for retailers who are done guessing why conversion dips, basket sizes shrink, and customers don’t come back.

Turn real-time shopper sentiment into revenue decisions across every store, every channel, every day.

How It Works

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A Partner, Not Just a Platform

Every Resonate CX client gets a dedicated Customer Success Manager who knows your stores, your shoppers, and your goals. Not a help desk ticket. Not a chatbot. A real expert in your corner from day one.

Live in 3 Weeks. Not 3 Months.

While other platforms take quarters to deploy, Resonate CX is up and running in three weeks. Guided setup, seamless integrations, zero complexity. You're acting on shopper insights before your competition finishes their onboarding call.

ROI in 3 Months.

Higher conversions, bigger basket sizes, stronger loyalty, measurable in 3 months.

Loved by Leading Retailers Across the Globe

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  • Resonate client - anaconda-logo
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  • Resonate Client - Super Retail Group-logo
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  • Resonate Client - Clark Rubber logo
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~80%

Weekly Active Users
Logging in around 3 times per week, signalling strong engagement and an “always-on” conversation.
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80+

Stores Rolled Out
Scaled from a successful 3-month pilot, enabling broader coverage and consistent insights across locations.
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10x

Customer-Led Innovation
Captured and prioritised customer ideas to improve in-store experience and drive change.

A Retail-First Customer Experience Team with Enterprise-Grade Expertise

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Increase Profit and Customer Loyalty

A Platform to Drive Retail Growth and Maximum Customer Lifetime Value Everything you need to decode the DNA of your top-performing locations. Gain the daily clarity to know exactly what drives conversion, what signals a loyal shopper is about to lapse, and what keeps them choosing you over a competitor so every store in your fleet performs with the same consistency and confidence.

Why Every Interaction can Lead to Sales (Or a Missed Opportunity)

The top 3 ways friction-free shopping directly protects your margins and drives store growth.

Retail Intelligence & Market Shifts

What’s actually moving the needle in consumer behavior right now and where the industry is heading.

Importance of Customer Experience in Retail

Defining what "world-class execution" looks like in an era of razor-thin margins and infinite choices.

Stories of Retail Success & Growth

Real-world wins from the brands that eliminated blind spots and scaled their best-performing playbooks.

Customer Experience Toolkit

A deep dive into the features and modules that turn fragmented data into faster decisions and higher conversion.

Frequently Asked Questions

Everything you need to know about ROI, and stopping your profit leaks without slowing down your operations.

Platform to Drive Stronger Conversion and Lasting Loyalty

Get the clarity you need to replicate your best stores across your entire network. Our platform decodes what drives shopper satisfaction, identifies experience risks before they hit revenue, and reveals exactly why customers choose you, ensuring every location performs with total consistency and confidence.

Robyn AI

Your Data Talks. Robyn AI Translates. The AI brain behind every insight on your platform.

  • Ask Anything. Query your shopper data in plain language. Robyn AI returns instant, clear answers.
  • Instant Summaries. Automatically summarise feedback trends across stores, regions, and time periods on demand.
  • Surface the Why. Robyn AI goes beyond scores. It tells you exactly what's driving conversion, basket size, or customer walkouts based on your own data.
  • Pattern Detection. Identify shifts in shopper sentiment across your network before they show up in your weekly sales numbers.
  • Always On. Robyn AI connects feedback signals, in-store data, and experience scores into one clear picture in real time.
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AI-Powered Text Analytics

Stop Guessing. Start Solving. The "Why" behind every score, delivered in seconds. Most platforms tell you the number. We tell you the reason. Turn raw feedback into your sharpest competitive edge.

  • Auto-Analyse. Uncover truth across every store, channel, and comment.
  • Theme Discovery. Surface exactly what’s driving satisfaction—or killing it.
  • Trend Spotting. Catch emerging issues before they go viral.
  • Granular Drills. Filter by region, product, or team with a click.
  • Precision Action. Move from "unstructured data" to a prioritized to-do list.
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Risk Radar

Intelligence in Motion. Real-time insights for the modern retail footprint.

  • Live Dashboards. Interactive views across every store and channel.
  • The Pulse. Daily reporting that tells you exactly what moved the dial.
  • Sentiment Radar. Find hidden friction before it hits your basket size.
  • Team-Wide Access. An analytics environment built for everyone to navigate.
  • Total Journey. A 360-degree view from first browse to post-purchase.
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Root Cause Analysis

Fix the Problem, Not the Symptom. Uncover the real reasons shoppers don’t convert.

  • Scalable Truth. Systematic root-cause tracking across all formats and brands.
  • Direct Impact. Stop the "guessing game" and fix what actually drives churn.
  • Always On. A trackable method for management, not a one-off audit.
  • Revenue Linked. Quantify the exact dollar value of every friction point.
  • Market Benchmarks. See where you stand. Then, move the goalposts.
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CX Benchmarking

Know the Standard. Be the Standard. Measure against the market. Focus where it counts.

  • Peer-to-Peer. Compare NPS and loyalty scores against industry leaders.
  • Leaderboard Logic. Instantly see who’s leading and who’s at risk.
  • Smart Targets. Set goals based on market reality, not internal guesswork.
  • Protect Revenue. Identify the gaps costing you before the competition does.
  • Proven Impact. Track every improvement to show the ROI of your CX strategy.
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The Real Results of an Effective Retail Voice of the Customer (VoC) Programme

When Voice of the Customer is working properly, you see:

Higher conversion and purchase intent

Understand what influences shoppers at the moment of decision from store experience and product availability to service quality and checkout friction.

Stronger customer loyalty and repeat purchases

Identify and resolve experience issues early. Positive retail experiences significantly increase the likelihood that customers return and buy again.

Stronger brand advocacy and recommendations

Delighted customers become promoters. Positive experiences drive reviews, referrals, and word-of-mouth that bring new shoppers to your brand.

Revenue growth and stronger competitive differentiation

Retailers that consistently deliver better customer experiences outperform competitors by strengthening loyalty, increasing spending, and driving long-term growth.

Understand what influences shoppers at the moment of decision from store experience and product availability to service quality and checkout friction.

Identify and resolve experience issues early. Positive retail experiences significantly increase the likelihood that customers return and buy again.

Delighted customers become promoters. Positive experiences drive reviews, referrals, and word-of-mouth that bring new shoppers to your brand.

Retailers that consistently deliver better customer experiences outperform competitors by strengthening loyalty, increasing spending, and driving long-term growth.

Trends and Insights Driving Conversions in Retail

Stop guessing what customer want. Access our latest Retail Market Insights Report to see how to grow basket size, or secure a seat at our next Retail Executive Lunch events

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Real-life Success Stories Driven by Excellent Customer Experience Strategies

  • Discover How Rebel Utilized Customer Feedback to Transform Their Business

    Download Case Study
    rebel-logo

    "Resonate CX has been instrumental in assisting the Sports division as it develops further into a true customer centric organisation and we look forward to the future of this ongoing partnership.”

    Wayne Tozer

    Executive General Manager Retail

  • Empowering Your Frontline to Drive Customer Experience

    Download Case Study
    Logo of WallMart

    "The program has been instrumental in establishing customer focus at a store level, and systematically increasing NPS across the network. The Resonate team’s innovation, adaptability, and resilience have been greatly appreciated.​"

    Jim Thompson

    Chief Operating Officer

Rated (4.6 stars) on G2

50M+

Transformed experiences

Over 50 million experiences turned into delight

8,000+

Global super-users

Includes concurrent active users all over the world.

4.6/5

Market leading rating

Based on G2’s Global Rating for SaaS Companies

Hear How We're Making a Difference Together

  • “Resonate CX gives Clark Rubber real-time visibility into customer feedback across our entire store network."
    Matthew Gannon

    General Manager Retail Operations
    Clark Rubber

  • “Instant actionable information, which supports the ability to address detractors and the automation of amplifying customers who champion our business.“
    James Johnson

    CFO
    Mitre 10

  • “In-depth customer experience insights into the experience of our customers that delivers.“
    Zeljko Dzambo

    NSW Cluster Manager
    Total Tools and Hardware Group

  • "The most important KPI I measure my business and staff with!"
    Samuel Krishnamoorthy

    Head B2B - Country Head UK
    brillen.de by SuperVista AG

  • "Resonate CX allows us to learn, adapt and best serve our customer in a changing retail environment."
    Madeline Harris

    National Customer & Communications Manager
    Rebel Sport

  • "Valuable tool to harness the voice of customer."
    Dave Hallewell

    Retail Customer Experience Specialist
    Super Cheap Auto

  • "Resonate CX has been extremely helpful and insightful in my stores."
    Matt Steinbergs

    Area Manager
    Super Retail Group

  • "Easy to navigate. Great for deep diving for strategy planning."
    Rob Mason

    Store Manager
    BCF - Boating Camping and Fishing

Experience the Resonate CX Difference

Trusted by leading retail brands to uncover what drives conversion, loyalty, and repeat purchases across every store.

Partnership Beyond Software

Running a retail network is complex. From store experience and service quality to online reviews and customer loyalty, we bring the expertise your team needs to move from scattered feedback to clear action.

Launch Across Your Store Network in Weeks, Not Months

Deploy your Voice of Customer programme across stores in as little as 2–3 weeks. Start identifying experience gaps and improving performance while competitors are still planning their rollout.

Turn Every Store into a High-Performing Location

Capture the full shopper journey (from discovery to checkout) and identify what drives conversions. Fix friction points and scale winning experiences across your entire retail network.

Surface Risk & Growth Signals with AI

Customer feedback is powerful when you act on it quickly. Our AI transforms thousands of shopper comments into clear signals, revealing churn risks, service issues, and opportunities to increase spend and loyalty.

Consult an Expert Learn more about CX

All-in-One Retail Experience Platform:
The Experience that Builts Trust

Great customer experiences don’t happen by accident. They’re measured, understood, and improved.

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4

Improve brand reputation, increase review ratings, and close the loop with Social Reputation Manager and more.

3

Discover insights that are actionable and based on true customer sentiment using Text Analytics, Data Insight Studio and more.

1

Listen to your customers across multiple channels to capture a holistic view of the customer journey.

2

Allow relevant teams to action feedback efficiently, in real-time, through My Queues.

The Better CXM Alternative, Built for Action

Turn feedback into revenue-driving action in weeks, not months (without the cost and complexity). From signal to action in 3 clicks, so you grow faster and retain more.

A Powerful Alternative to SurveyMonkey

Resonate CX goes beyond surveys with AI-driven insights, real-time action, and faster ROI without the complexity or hidden costs of SurveyMonkey.

See the difference

A Smarter Alternative to Qualtrics

Resonate CX delivers faster insights and real-time action without the cost and complexity of Qualtrics, helping teams move faster and drive impact.

See the difference

A Faster, Simpler Alternative to Medallia

Resonate CX delivers faster insights, lower costs, and real-time action—without the complexity and enterprise overhead of Medallia.

See the difference

A Better Alternative to InMoment

Resonate CX delivers faster insights, real-time action, and simpler workflows—without the complexity and heavy setup often required by InMoment.

See the difference

Seamless Integrations with the Tools You Trust.

We are the perfect CX Partner for you

Turn Customer Experience into Higher Conversion.

Consult an Expert

FAQs

Because it directly affects the outcomes retailers care about most: conversion, repeat purchases, reviews, loyalty, and revenue. If shoppers have a frustrating experience, they may not come back. If the experience feels smooth and enjoyable, they are more likely to return, spend more, and recommend the brand to others.

Many retailers struggle with similar challenges: inconsistent service across stores, long checkout times, stock availability issues, slow responses to complaints, and limited visibility into why customers leave without buying. These issues do not always show up clearly in reports, but they can quietly reduce sales and loyalty.

Most customers do not stop shopping with a brand suddenly. There are often early signals first. It might be poor service, difficulty finding products, slow support, or repeated frustrations. By tracking feedback and experience across the shopping journey, retailers can identify those issues early and improve them before customers decide to shop elsewhere.

Today’s shoppers move between online and physical stores seamlessly. They might research online, visit a store, order through an app, or return products through another channel. Retailers need to understand the experience across these touchpoints to ensure it feels consistent and frictionless.

Yes. A better experience often leads to higher conversion rates, larger basket sizes, and more repeat purchases. When customers find what they need easily, receive helpful service, and enjoy the overall experience, they are more likely to complete purchases and return again.

Customers expect convenience, speed, and consistency. That includes helpful staff, easy product discovery, fast checkout, reliable stock availability, smooth online and in-store experiences, and quick support when something goes wrong. The overall experience often matters just as much as the product itself.

Yes, it often does. Customers are more likely to return when stores feel welcoming, staff are helpful, and shopping feels easy. Small details such as store layout, product availability, service quality, and checkout speed can have a big impact on whether customers come back.

Because many shoppers check reviews before deciding where to buy. Positive experiences often turn into strong public reviews and recommendations. Negative experiences that go unresolved can damage trust and influence future purchase decisions.

Yes. When the experience feels smooth, reliable, and enjoyable, customers are often more comfortable paying full price. If the experience feels frustrating or inconsistent, shoppers are more likely to look for cheaper alternatives.

Retailers should track the moments that shape how customers feel about the brand. That includes product availability, store environment, staff helpfulness, checkout speed, returns, delivery experience, support interactions, and overall satisfaction. The goal is not just to collect feedback, but to understand what is driving customer behaviour.

Not just after a purchase. Feedback is most useful when it is collected across the customer journey. That could include after store visits, online purchases, delivery experiences, returns, or support interactions. Capturing feedback at different stages helps reveal what is working and what needs improvement.

Because every location can operate slightly differently. Teams vary, customer expectations differ, and service standards can drift over time. As retail networks grow, it becomes harder to see where issues are happening and whether they are isolated or part of a wider pattern.

By focusing on what matters most. Identify the biggest issues affecting customers, assign ownership to teams, and act on the insights. Feedback only becomes valuable when it leads to improvements in service, operations, and the overall shopping experience.

Resonate CX helps retailers understand what customers are experiencing, where friction is building, and what is driving satisfaction, loyalty, and revenue. Instead of guessing what needs improvement, teams can see clear insights and act quickly to improve the customer experience.

Related Resources

  • Blog

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    Ultimate Guide to Successful Retail CX Strategies
    Master the best retail customer experience (CX) strategies to boost loyalty and sales. Learn how to leverage omnichannel support, AI personalization, and data analytics to put your customers at the heart of your business.
    Read more

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    AI + Human in Retail CX The Balance That Wins

    AI + Human in Retail CX: The Balance That Wins 2026
    Learn how to strategically use AI for task automation while preserving human-led support for high-stakes, emotional customer interactions.
    Read more

  • Blog

    How to Turn First-Time Shoppers Into Repeat Customers

    How to Turn First-Time Shoppers Into Repeat Customers
    TLDR: In retail, one of the hardest things is getting customers to come back on their own. You can pull
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CX TECHNOLOGY

Customer Experience Platform

Employee Experience Platform

Complaints Experience Platform

Net Promoter Score Platform

A.I. Driven Conversational Survey

Text Analytics

Facial Emotion Analytics

CX RESOURCES

What is Customer Experience Management

What are the common CX Metrics

What is Net Promoter Score

Why Voice of the Customer Program

Resonate.CX Blog

CX Ebooks and Guides

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