Future of retail CX: Services are the New Experience
The future of retail has descended upon the industry in an array of compressed timelines for digital transformation. While technology will be a key element to strive forward, retailers have to be poised, ready, and empathetic to meet the new challenges of shopping in-person, digitally, or through a combination of both.
As conversational experience enters the picture, consumers’ expectations of having a simple interaction are now being elevated into creating meaningful customer conversations through an omnichannel experience.
- How is conversational CX leading the future of the retail industry?
- How do companies balance the customer engagement between online and offline in adapting to new behaviors?
- What are the major CX investment priorities for retailers to survive, sustain, and strive toward in the near future?