NexChapter, a convenience-store advisory firm, is partnering with The Insight Shop, a customer service strategy firm, to launch NexCX, a suite of customer experience solutions built for the convenience-store industry.
Through NexCX, brands can gain visibility in speed, fostering consumer trust, expanding product offerings, optimizing physical store layouts and enhancing digital touchpoints.
“Consumer behavior is transforming, and convenience retailers must stay ahead of the curve,” said Art Sebastian, CEO of NexChapter, Des Moines, Iowa. “NexCX empowers retailers to understand the complexities of consumer demands, enabling them to craft digital and in-store experiences that resonate with their customer base.”
NexCX has two components—Channel Understanding Assessment and Current State Experience Review. NexCX is designed to illuminate the desires of consumers in an omnichannel environment, positioning convenience retailers at the forefront of customer-centricity, according to the company.
“From mobile apps to in-store experiences, every touchpoint shapes the customer journey,” said Kate Kompelien, CEO of The Insight Shop, Summerville, South Carolina. “NexCX empowers retailers to navigate this intricate ecosystem with precision, ensuring that every interaction leaves a lasting impression. We are thrilled to partner with NexChapter.”
Art Sebastian, who spent about five years at convenience-store chain Casey’s General Stores, Ankeny, Iowa, launched NexChapter in February. NexChapter serves as a catalyst for accelerated growth in the retail landscape, bringing together decades of experience through the NexChapter team and unveiling a mission to guide retailers through transformative journeys in the digital age.
NexChapter is strategically positioned to support the evolution in convenience retail by introducing tailored, comprehensive programs that adapt to the ever-changing needs of retailers. This includes supporting the continued investments in digital and technology, the growing importance of foodservice, engagement on the forecourt and emerging innovations such as artificial intelligence (AI) and retail media networks (RMNs).
Sebastian also serves as chairman of the advisory board for the C-StoreTec platform, an initiative by CSP to build community and drive innovation and leadership within the convenience-store technology segment.
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