The missing piece in your CX strategy (hint: it’s not more tech)

If you're looking for ways to optimize your digital commerce experience, you're not alone. Retail leaders everywhere are asking the same question when it comes to their CX strategy:

How do we improve conversion rates and drive repeat business in an increasingly competitive market?

The knee-jerk reaction from many industry thought leaders? Invest in more technology. AI-driven personalization engines, omnichannel commerce platforms, customer data platforms, loyalty integrations—you name it, the expo floors are packed with vendors promising they have the answer.

But here’s the reality: If you don’t understand your customers, no amount of CX technology will drive the results you expect.

The hidden gap in your CX strategy

Retailers spend millions on digital commerce tools, but conversion rates remain stagnant (hovering around 2-3% on average), and cart abandonment still sits near 70%. Why?

Most brands optimize in the dark, relying on assumptions, analytics dashboards, and AI-driven recommendations without truly understanding why shoppers behave the way they do. They seldom see the experiences they provide through their customers' eyes. 

Before you invest another dollar into checkout optimizations, site redesigns, or AI-powered anything, ask yourself:

• Are we getting the full value out of our existing CX tools?

• Do we know where and why customers are dropping off?

• Are we making changes based on real customer feedback—or just data points?

If you’re not continuously testing and learning from real shoppers, you’re missing a critical piece of the optimization puzzle.

UserTesting: the engine that supercharges your CX investments

Imagine having an always-on feedback loop with real shoppers—understanding in real time:

• Why they abandon their cart at the last step

• How they experience your mobile checkout vs. desktop

• What makes them choose a competitor over your brand

• Where you should prioritize your investments to move the needle

That’s where UserTesting comes in.

UserTesting acts as the insights engine that helps retailers maximize the impact of their CX investments—ensuring that every technology, every feature, and every optimization is built on a deep understanding of what your customers want and need.

How UserTesting powers smarter CX decisions

• Optimize your existing tech stack: Before investing in new tools, use real shopper feedback to fine-tune the ones you already have.
• Fix abandonment at the source: Instead of just tracking cart abandonment rates, hear from actual shoppers to uncover why they’re leaving.
• Validate before you build: Test new experiences, promotions, messaging, and designs before launching, ensuring they resonate with your audience.
• Boost repeat business: Learn what keeps customers coming back—and what turns them into one-time buyers.

Exceptional customer experiences start customer understanding

Before you spend another dollar on more tech, invest in the insights engine that helps you maximize every CX decision because exceptional customer experiences start with understanding real customers.