Retail CX, Reinvented
Net Solutions
A global digital experience agency helping brands leverage design, engineering & analytics.
Imagine this: A customer reaches out across chat, frustrated about a delayed order. Within seconds, your support agent has a complete snapshot of that customer’s history, AI-generated resolution suggestions, and even sentiment insights that help them respond with empathy and speed.
Retailers that embed AI across customer experience (CX) functions are seeing:
15–30% uplift in conversion rates
40% lower support costs
30% faster resolution (AWS Case Studies)
Stronger CLV
Proactive churn protection
Higher NPS through intelligent personalization
Serverless, modular, AI-first systems scale and adapt with business growth.
This isn’t innovation theatre—it’s competitive strategy.
And it is not sci-fi anymore. That’s retail CX done right, with AWS.
Why Is Everyone Talking About Retail Customer Experience (CX) Now?
We live in a hyper-competitive, omnichannel world, and customer experience IS the brand. While great products get attention, seamless, predictive, personalized service gets loyalty.
Gartner predicted that by 2025, 80% of customer service and support organizations would be applying generative AI technology in some form to improve agent productivity and customer experience (CX). 38% of leaders saw improving customer experience and retention as the primary purpose of initiatives to deploy applications trained on large language models.
If you're a CTO mapping future-proof infrastructure or a CMO planning retention campaigns, AWS just became your new best friend.
Let’s break it down:
The AWS Advantage: More Than Just Cloud
Most people know AWS for compute and storage. But for retail and eCommerce, it’s a customer experience (CX) engine in disguise:
Amazon Connect: Not just a contact center. It’s your 24/7 voice, chat, email, and command hub. And yes, it now comes with Generative AI baked in.
Amazon Lex + Kendra: Chatbots are now conversational, and agents get search results that actually make sense. Think of it as putting the "smart" in smart support.
SES + End User Messaging: Email and SMS that actually arrive when your customer needs them. Because “where’s my order?” shouldn’t be a question.
Stat to Note: Companies using Amazon Connect report up to a 40% reduction in contact center costs and a 15% boost in customer satisfaction (AWS Case Studies).
From Reactive to Proactive: Meet Retail’s AI Moment
Gone are the days of waiting for a ticket. AWS’s AI/ML toolkit is creating predictive, personalized, and even autonomous support models:
Amazon Bedrock: Build your own GenAI shopping assistants or auto-summarize support calls. (Think: next-gen Saks concierge or Nykaa’s product listing QA.)
Amazon Personalize: Not just Netflix-style recs. Use it to proactively prevent churn or help agents suggest the right offer at the right time.
Contact Lens for Amazon Connect: Real-time transcriptions, sentiment tracking, and actionable coaching insights. Plus, it plugs into your larger strategy.
Did You Know? 71% of consumers now expect companies to offer personalized interactions, and 76% get frustrated when that doesn’t happen (McKinsey, 2024).
What’s Coming Next? A Few Trends to Watch:
Agentic AI: Fully autonomous support agents powered by Bedrock Agents. Yes, it’s happening.
Post-Pinpoint Transition: If you’re still relying on Amazon Pinpoint for engagement, it’s time to make a move (before AWS sunsets it).
Unified Data Platforms: Merging CDPs, CRMs, and contact centers for that single source of truth your CX team dreams about.
Personalized interactions powered by AI contributed to a 15% increase in customer retention.
Ready to Modernize CX?
If you're stuck in ticket queues, siloed systems, or personalization that feels… well, generic, it might be time to take a hard look at your stack.
AWS offers the platform.
AI brings the power.
But the real magic? That happens when you have the right implementation partner.
At Net Solutions, we specialize in building AWS-powered customer experiences for enterprise retailers. From AI-infused contact centers to advanced personalization engines, we’ll help you turn CX into a growth engine.
Read more about how AWS drives customer support in this blog here.