It is both an exciting and ever-evolving time for the retail industry globally. In an environment marked by rapidly changing customer preferences and ‘everything digital’ taking over, retailers are faced with a significant challenge – humanizing the digital customer experience.
In these challenging economic times, retailers are looking to focus on customer needs, exemplary service delivery, and to create, retain and build on loyalty. They also seek to create a seamless experience that blends digital capabilities with the required levels of human interaction.
In this webinar, Tina Spooner, Richard Holden, and Ian Webber-
Rostron discussed both automated and human-assisted experience, cross-channel analytics and workforce management, and shared their insights on navigating the changing tides of retail whilst keeping the customer at the heart of company strategy.
key takeaways
- Gain a better understanding of how digital capabilities can enhance your brand’s customer service, but only when deployed with careful consideration of the required human touch – in other words, the design principles of digital offerings should be human-centric to achieve the optimum blend of digital and human touch.
- Think about desired outcomes – how we must move away from measuring the “at the moment” static experience, instead we must measure the end-to-end customer journey – from automation, omnichannel experience to AI-led operations.
SPEAKERS
- Richard Holden, CX Practice Lead, EU, WNS
- Ian Webber-Rostron, Customer Experience Director