Lexer is elevating retail customer experiences

Lexer is putting the X in CDXP with retail stores at the core.

Our Retail Roadmap focuses on helping global retailers unify customer data, enhance in-store engagement, and personalize customer interactions at scale.

We’re partnering with our innovative retail partners and building what they need: better data flows, deeper insights, and new ways for customer-facing teams to engage with shoppers.

Strong foundations

We’ve built a strong foundation for retail engagement with four key capabilities:

• Custom events & APIs – A powerful set of APIs allows retailers to bring in custom event and profile data with minimal setup. This enables seamless integration with platforms like Zendesk, Booking systems, and NPS/CSAT tools.
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• Messaging channels – Our platform offers deep, bi-directional email and SMS capabilities, designed with customer service teams in mind.
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• Flexible profiles – Retailers can customize what data their teams see and how it’s displayed, ensuring each role gets relevant insights.
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• AI-ready data – With AI built into the Lexer CDXP, our engagement tools work seamlessly with your data, continuously evolving to unlock new retail innovations.
  

Looking ahead

Lexer is focused on upgrading our platform to meet the evolving needs of retailers. Our key development priorities aim to provide deeper insights, improved integrations, and greater flexibility for seamless retail operations.

1. Progressive profiling - We’re extending our sign-up forms and customer intake workflows to offer more flexibility—think pre-filled fields, read-only options, and custom workflows tailored to retail needs.
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2. Webview and app integrations - We’re integrating with NewStore, Shopify, Zendesk, and other third-party apps that support embeddable webviews, making it easier to work within your existing tools.
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3. Greater configurability - Retailers will have even more control over customer engagement tools, ensuring they can tailor experiences and workflows to their specific needs.
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4. Faster data processing - We’re accelerating data ingestion speeds to ensure that yesterday’s transactions are available in Lexer before stores open the next day.

Solving retail challenges

We’re tackling real-world challenges by putting customer insights in the hands of retail staff, improving communication tools, and creating seamless integrations. Here’s how Lexer is delivering value to retailers:

1. Seamless communication

• Retailers need: A clienteling solution that enables seamless communication between retail staff and customers.
• Lexer is delivering:
  • Multi-channel messaging (Email, SMS, WhatsApp)
  • Attaching products and media (images & video) to messages
  • Triggering external Webhooks on all customer engagement
  • A unified customer communication history.

2. Customer service insights

• Retailers need: Better visibility into customer service interactions.
• Lexer is delivering: A comprehensive Zendesk event data pipeline, enabling segmentation and real-time customer insights based on service history.

3. Voice of customer analysis

• Retailers need: More than just NPS scores—deeper sentiment insights across all touchpoints.
• Lexer is delivering: AI-driven sentiment analysis of support conversations and voice transcripts, with integrations for tools like Qualtrics and Medallia.

4. View customization

• Retailers need: Different teams require different views of customer data.
• Lexer is delivering:
  • Serve already offers lots of configurability with more capabilities being added regularly
  • Customizable layouts tailored to teams use cases
  • Wishlist and preferences
  • Embeds and app specific views.

5. SMS insights

• Retailers need: A unified view of SMS and email engagement.
• Lexer is delivering: Deep integrations with Attentive, Klaviyo, Yotpo, Tall Bob, and other SMS platforms, making campaign data segmentable and actionable.

6. Appointments

• Retailers need: A better way to track and manage customer appointments across all locations.
• Lexer is delivering: Custom event-based appointment tracking, enabling segmentation and follow-up workflows.

7. Consent management

• Retailers need: A GDPR compliant solution to track customer consent.
• Lexer is exploring: Customizable consent tracking, historical data storage, and compliance-ready audit trails.

8. Data warehouse integrations

• Retailers need: Direct access to customer data for advanced analytics.
• Lexer is delivering:
  • Faster data workflows and reduced latency 
  • Access to event data, attributes, and metrics
  • Connectors with BigQuery, Databricks, and PowerBI, ensuring seamless data for deeper insights.

Lexer’s retail engagement roadmap gives retailers deeper customer insights, smarter engagement tools, and seamless integrations. From faster data processing, AI-driven analysis, to greater configurability, we’re building the tools that retailers need to create exceptional customer experiences.

Want to see how Lexer can transform your retail engagement? Let’s talk.