Unlock five-star CX in retail & hospitality with the Cloud

Unlock five-star CX in retail & hospitality with the Cloud

In the competitive world of retail and hospitality, delivering exceptional customer experiences is no longer a luxury - it’s a necessity. With customer expectations at an all-time high, businesses must offer seamless, personalised interactions across every touchpoint. If you're still relying on outdated legacy systems, your customers are already moving on to smoother, more efficient competitors. The key to maintaining your competitive edge? Moving to the cloud for a customer experience (CX) transformation that’s truly five-star.

Setting the standard

The retail and hospitality industry has built a reputation for offering a gold-standard customer experience - one that other sectors dream of replicating. Did you know nearly half of banking customers would switch providers for a better digital shopping-like experience?¹ That’s how powerful the customer experience has become.

To stay ahead, your CX platform needs more than just basic functionality. Legacy systems can’t keep up with customer expectations for speed, personalisation, and omnichannel support. Businesses that set the standard are using cloud-based CX technology to meet these needs. By integrating CRM, contact centres, and unified communication tools, you can support seamless interactions across physical and digital spaces.

In fact, almost two-thirds of customers now demand seamless transitions between in-store, online, and social channels.¹ Additionally, over 60% of web traffic comes from mobile devices, making it crucial to support smooth, omnichannel journeys.² Moving to the cloud not only meets these expectations but positions your brand to stay ahead of the competition.

A tailored experience

In retail and hospitality, personalisation makes all the difference. In fact, two-thirds of customers are willing to spend more for a personalised experience, and nearly half of hotel guests are more likely to return if they receive a tailored experience.³

Cloud-based CX platforms make personalisation simple. They help you create dynamic, individualised experiences – whether it’s offering tailored discounts, recommending products, or personalising the customer’s journey based on previous interactions. With integrated AI and machine learning, these platforms can analyse customer data and deliver real-time personalised experiences across multiple channels.

Imagine a customer coming to your website, browsing through products, and later receiving personalised recommendations based on their preferences. That’s the power of AI-driven CX.

Add data protection to your cart

Personalisation is only effective when your customers trust you with their data. Fortunately, 67% of customers are willing to share their information if they’re confident it will be handled securely and transparently.⁴ But with security breaches becoming more common, building that trust is paramount.

With a cloud-based CX platform, you can ensure your customers’ data is safe. Data protection is seamlessly integrated into the software, so you can reassure customers that their information will be secure. Moreover, you’ll be able to access and analyse this data in real-time, enabling you to create hybrid experiences that meet your customers’ needs.

Effective data management is vital, especially when considering that 17% of customers consider leaving after just one negative experience and 59% after several.⁵ By leveraging cloud-based data management, you can deliver insights that drive better customer experiences, improve decision-making, and foster customer loyalty.

Outshine your competitors

Your reputation, market share, and growth depend on the experiences you provide your customers. A glowing reputation isn’t just about delivering great service - it’s about giving customers a reason to talk positively about your brand. 93% of customers say online reviews influence their buying decisions, so creating an experience that inspires positive reviews can directly impact your bottom line.⁶

Moving to the cloud offers you the flexibility and scalability to meet customer demands without the burden of costly legacy system upgrades, rigid functionality, or complex integrations. With cloud solutions, you gain the agility to adjust quickly to customer needs, scale your operations, and streamline your technology.

Five9 is revolutionising how businesses engage with their customers. By meeting customers where they are - on their preferred communication channels - and harnessing the power of AI, automation, and cloud technology, Five9 enables businesses to improve agility, enhance CX, and scale with ease.

Conclusion: ready to make the move?

In the fast-paced world of retail and hospitality, where customer expectations evolve daily, delivering superior experiences is non-negotiable. 93% of customers say online reviews influence their buying decisions - so it’s vital that every interaction with your brand is exceptional.⁶ By moving to the cloud, you gain the scalability, agility, and intelligence needed to exceed expectations consistently.

Ready to transform your customer experience? Click here to discover how our Cloud-based CX platforms can help you increase customer loyalty, boost revenue, and set your business up for success.

Learn more here https://www.wavenet.co.uk/five9CX

To find out more about our Cloud-based CX solutions, call us on 0344 863 3000 or email us at enquiries@wavenet.co.uk 

1 - Connected Financial Services Report, 2021

2 - Reuters, 2025

3 - Medallia, 2021

4 - Cisco 2024

5 - PwC - Experience is Everything: Get it Right, 2021

6 - PowerReviews - The Power of Reviews, 2023