A new class of operational technologies is quietly transforming how retailers engage customers — by empowering the people and processes behind the scenes. In retail, the concept of customer experience (CX) is typically framed through a consumer-facing lens — think loyalty apps, curbside pickup or influencer-driven TikTok campaigns. What today's most innovative retail technologies have in common is subtlety. These operational technologies aren't designed just to dazzle; they're built to remove friction. In the end, the best customer experience isn't one shoppers post about; it's one they don't have to think about.