The Pandemic’s Impact on Consumer Expectations and what that means for Customer Experience within Retail
Due to the pandemic, customer expectations have changed forever. Today, brands need to be everywhere their customers are. The online shift of 2020 has made retailers see a 24% increase in support requests come in over WhatsApp, and 37% who added a new channel turned to social messaging.
Facing unprecedented volatility, businesses are now building more flexibility into how they work and serve customers, and agility has become a top priority. New channels such as chat or messaging allow retailers to remain present throughout the customer experience, regardless of how and when customers chose to interact with them.
We are bringing together a select group of retail heads, who are responsible for maintaining or improving customer experience within their organisation, for a virtual roundtable. We will be discussing:
- The change in consumer expectations within retail as a result of the pandemic.
- What that means for customer experience and how can retail adapt.
- How retailers are navigating this change to take advantage of new opportunities while mitigating the risks.