Abstract: The advent of omni-channel retailing, which combines physical stores, internet, mobile applications, and social media platforms to offer customers seamless shopping experiences, has significantly changed the retail sector. Customer preferences, satisfaction levels, influencing factors, and problems related to integrated retail systems are all examined in this study on customer experience management in omni-channel retailing. All of the secondary data used in this descriptive and analytical study came from books, journals, papers, and published retail literature. For analysis utilising basic statistical techniques including frequency and percentage methods, a sample size of 80 observations was taken into consideration. The results show that consumers are favouring online platforms and mobile applications more and more because of their ease of use, adaptability, individualised services, and quick delivery alternatives. The survey also identifies the main obstacles that merchants must overcome, such as data security concerns, inventory management, and technological integration. The study comes to the conclusion that, in the contemporary retail setting, efficient customer experience management is essential to improving customer satisfaction, loyalty, and overall corporate performance.

Keywords: Customer Experience Management, Omni-Channel Retailing, Consumer Satisfaction, Retail Technology, Customer Loyalty, Digital Retailing.