How self-service enables customer experience
Over a year into the pandemic, consumer behaviour continues to evolve. Customers no longer wish just to be ‘right’. They now want more control, safety, and efficiency throughout the commodities purchase journey. As a result, retail companies are enabling self-service through various innovations, particularly in the checkout stage.
Organisations understand that to adapt successfully, they must repurpose staff to more value-adding activities and develop their online logistics. In their pursuit of reducing friction and driving productivity, leaders look to a comprehensive mix of tools that can be easily onboarded while giving their customers the flexibility they need, revolutionising the entire process.
- How has the concept of self-service changed over the past decade?
- What challenges do companies commonly face concerning a self-service strategy?
- What new technologies are shaping the way organisations enable self-service?