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  • Austin Lowry

Who is ChangeCX?


In looking for one word to describe 2020, there are plenty of candidates. “Pandemic” is undoubtedly one. “Loss” is another, as it can apply to many things—loss of loved ones, a job, a business, or maybe your sanity. “Hope” is what we cling to, for an end to the virus and a return to some semblance of normal.


To our team, however, the word that most resonates is “Change.” Regardless of cultural, religious, political, or economic status, no matter what you do every day, I guarantee it is vastly different than it was in 2019.


The changes in retail and e-commerce, particularly, are of great interest to us. E-commerce sales saw staggering growth. Consumer spending was up 44% over 2019. Alternative transaction methods like BOPIS, touchless payments, and curbside became necessities overnight. Supply chain disruptions have forced us to be more patient, empathetic, adaptable, and accepting.




Brick-and-mortar retail declined everywhere, and changing needs and norms forced many prominent brands to restructure, declare bankruptcy, or close their doors forever.


But as much as we feel the “Loss” of the “Pandemic,” “Hope” abounds. Vaccines are being administered by the millions, and we are finally seeing the light at the end of the tunnel.


Despite this, it’s unlikely our new reality will resemble what came before. Strategies adopted out of necessity will likely become permanent. Where and how we work, learn, and shop will never be quite the same.


Retailers prepared to rise to the challenges of a digitized world thrived, despite the adversity. Inventory was already integrated. Curbside pickup, local delivery partners, and omnichannel engagement fueled their growth. Target is a shining example of a company that got it right.





So, who is ChangeCX? And how can we help?


ChangeCX is a team of experienced omnichannel leaders with a mission to help retailers transform their customer experience to meet the expectations of a post-pandemic world.


To compete in 2021, retailers must meet customers where they are. Scheduling curbside pickup from a mobile device, converting customers with the right content at the right time, or brick-and-mortar store associates making the perfect upsell recommendation by browsing a client’s order history on her mobile clienteling app – everything is on the table.


Our expertise is in driving engagement through connected customer experiences, loyalty, and brand advocacy. We support your growth with a framework of technologies and processes that help your business compete in today’s rapidly changing marketplace.


We provide comprehensive implementation and integration services, ongoing support, and training for all your digital channels to ensure organizational adoption. Lastly, we’ll show you how to leverage AI and Machine Learning to predict and engage in better customer outcomes.


If your company is ready to compete in a newly connected, omnichannel world, reach out to schedule a conversation. In the post-pandemic reality, ChangeCX are the the architects of Change.