
In the ever-evolving world of retail, delivering exceptional customer experiences is no longer optional – it’s essential. Yet, many retailers struggle to gain a complete picture of their in-store customers, relying on outdated tools and limited insights. That’s where SWL’s Continuous Customer Experience (CCX) steps in. Designed to go beyond surface-level feedback, CCX provides deep, real-time insights that empower you to understand, adapt to, and exceed customer expectations, driving loyalty, satisfaction, and business growth.
Facing These Challenges?
Retailers today face growing complexities in understanding and meeting customer needs:
- Incomplete Customer Insights: Struggling to capture a comprehensive view of in-store customer behaviours – past, present, and future.
- Limited Feedback Depth: Traditional tools like mystery shopping offer only a moment-in-time perspective, missing the bigger picture.
- Dynamic Customer Needs: Adapting to ever-changing customer preferences and anticipating trends can feel overwhelming.
- Uncertain Propositions: Difficulty determining which in-store offerings to promote, refine, or discontinue.
- Declining Sales & Retention: Lack of actionable insights to reverse declining customer loyalty and sales.
If any of these sound familiar, SWL’s CCX is your solution.


How SWL’s CCX Transforms Your Business
Designed by retailers for retailers, the Continuous Customer Experience (CCX) solution offers a cutting-edge, in-store feedback system. With intelligent touchscreens, CCX gathers rich, 360° customer insights directly from your store customers.
This isn’t just feedback; it’s a real-time, actionable tool that helps you optimise your operations, enhance customer satisfaction, and stay ahead of the competition.
The Business Benefits You’ll Unlock
With CCX, you gain:
- Continuous Data Insights: Go beyond snapshots; track trends over time to understand evolving customer needs.
- Comprehensive Customer Feedback: Capture input from a diverse audience, including both loyal customers and neutrals, to uncover key loyalty drivers and prevent brand switching.
- In-Depth Analysis: Move beyond surface-level metrics like CSAT and Net Promoter Scores. Understand not just the “what” but the “why” behind customer dissatisfaction.
- Data-Driven Decisions: Equip your managers with actionable insights to address customer pain points and enhance store environments.
- Minimised Risk: Confirm hypotheses and validate new initiatives with targeted customer campaigns.
- Precision Campaigns: Launch store, area, or characteristic-specific surveys aligned with your retail calendar.
- Instant Mobile Reporting: Drill down from estate-wide insights to individual stores and act swiftly to improve operations.


Real Success, Real Results
One leading grocery retailer deployed CCX in a cohort of stores over two months. The results?
- 45,000 weekly customer engagements via the CCX touchscreen, surpassing any previous CX channels.
- 4,000+ customers flagged frustrations, enabling immediate operational interventions.
- Improved KPIs and measurable sales growth through data-driven action plans.
By acting on CCX insights, the retailer transformed customer opinions into meaningful change, creating a better shopping experience and boosting performance.
“SWL have been an extension to our Ops team. They have an appetite to really understand each locations operation and then provide pragmatic and trustworthy guidance on continuous improvement.”
Head of Support Services
Unlock the Power of Customer Feedback
SWL’s CCX solution ensures you remain in tune with your customers, transforming their opinions into actionable insights and measurable improvements.
- Understand your customers.
- Adapt to their needs.
- Create winning experiences.
Ready to see CCX in action?
Contact us today to discover how CCX can revolutionise your customer experience strategy.

Contact the SWL team today
We’d love to show you how CCX – Continuous Customer Experience can transform your Customer Experience and Operation. Get in touch with the SWL team today for a no-obligation discovery call.
Discover SWL Customer Analytics’ Advanced Footfall Analytics solution, CustomerCensus here.
Looking for Retail Productivity Solutions and Services? Click here