From Brick to Click to Stick: How India’s Booming Retail Market is Being Redefined by Customer Experience

India’s retail market is undergoing a revolution. Projected to reach over $2 trillion by 2032 (Statista), it’s growing faster than any other major market globally. The momentum is powered by urban expansion, digital penetration, and a rising middle class that expects more than just products—they want experiences.

But with growth comes pressure. Retailers are now competing in a hyper-connected, hyper-demanding landscape, where Customer Experience (CX) has become the ultimate differentiator.

The Experience Economy Has Officially Landed:

According to a 2024 Salesforce study, 80% of global consumers say the experience a company provides is as important as its products or services.

In India, this rings especially true. Today’s shoppers—particularly Gen Z and millennial consumers—crave personalized, memorable, and convenient brand experiences.

Whether they’re interacting through an app, at a kiosk in a Tier-II mall, or with a live associate in a luxury store, they expect consistency and delight at every touchpoint.

“Retail is no longer about selling. It’s about building relationships, delivering moments, and creating loyalty that sticks.”

 3 CX Trends That Are Redefining Indian Retail: 

1. Omnichannel Personalization Is Non-Negotiable

Brands are now expected to remember preferences, suggest relevant products, and maintain context—across physical and digital environments.

Retailers like Nykaa, Tanishq, and Reliance Trends are investing in unified commerce platforms that allow customers to start shopping online and complete it in-store—or vice versa.

72% of Indian shoppers say they’re more likely to engage with brands that offer personalized communications ([PwC India, 2024]).

2. Frictionless Fulfilment Is the New Standard

“Convenience” is not a bonus—it’s a baseline. Features like same-day delivery, real-time inventory checks, and easy in-store pick-up are vital.

Innovative players are integrating hyperlocal supply chains and smart automation to deliver faster, smoother, and smarter.

3. The Rise of Hybrid (Human + Digital) Experiences

From AI-powered styling assistants to in-store augmented reality displays, Indian retail is leaning into phygital experiences.

But tech alone isn’t enough. Consumers still crave human empathy and support—especially when resolving queries or making high-investment purchases.

 Customer Experience Insights: The Hidden Growth Lever 

Most retailers already know CX is important. But few are capturing the real-time, actionable insights needed to continuously improve it.

That’s where customer experience programs come in.

Using tools like:

• Mystery shopping
• Retail audits
• Net Promoter Score (NPS) tracking
• Customer interviews and feedback loops

… brands can go beyond gut instinct and make data-informed decisions that move the needle.

 Why Partnering with a CX Firm Makes a Difference 

Customer Experience isn’t a project. It’s a continuous journey. And to sustain it, you need:

• Independent insight
• Consistent measurement
• Local + global benchmarking
• Agile adaptation

At BARE International, we bring 38 years of global CX expertise paired with a robust understanding of India’s evolving retail space. From in-store evaluations to digital journey mapping, we help retail brands stay ahead—one experience at a time.

🔗 Explore our Retail Mystery Shopping Services : https://www.bareinternational.in/services/mystery-shopping/
🔗 Learn about our Solutions: https://www.bareinternational.in/services/
🔗 Discover how we support Customer Experience Transformations: https://www.bareinternational.in/request-a-quote/

 Final Thoughts: Retail’s Future is Rooted in Experience

India’s retail market is vibrant, dynamic, and on the cusp of transformation. The brands that will win are those that understand one core truth:

CX is no longer a “nice-to-have.” It’s a business-critical strategy.

As retail moves from brick to click to stick, it’s the experience that creates true brand affinity—and lasting loyalty.

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🗓️ P.S. See You at PRC 2025!

We’re thrilled to be part of the Phygital Retail Convention 2025 under the theme INFINITE INDIA – The World’s Fastest Growing Retail Market, taking place at Jio World Convention Centre, Mumbai on May 7-8.

Meet our Business Development Manager, Zoheb Khan, and learn how we’re helping retail brands across India transform their CX strategies.

Want to book a meeting ahead of the event? Drop us an email on Zkhan@bareinternational.com