In modern retail, success is won or lost in the details of the customer journey. Every click, every interaction, and every moment of friction directly impacts the bottom line.

To provide a clear picture of this landscape, we launched our comprehensive study in partnership with the global innovation agency, RGA. Through a rigorous mystery shopper analysis of 56 major EMEA retailers—capturing over 41 million data points—we have identified the behaviors that define market leadership.

Our findings go beyond simple diagnostics to highlight the successes, challenges, and strategic opportunities available. They offer a clear, data-driven perspective on optimizing infrastructure and reveal how Artificial Intelligence is creating a new and decisive competitive edge.

Explore the complete analysis by downloading the report now.