After a challenging 2022 that brought growing inventories, an uncertain economy, and other challenges, retailers are looking to the new year—and sizing up the challenges and opportunities 2023 will bring.
Shoppers want interactions to be faster, easier, and more personalised than ever, yet retailers must try to meet these growing demands while cutting costs wherever they can.
Consumers have spoken. They know what they want. They want autonomy—sometimes. Other times, they expect a helping hand, but want that assistance only on their own, highly individualised terms. “White glove” service is not an overstatement.
Customers live on their phones, but not in the same ways they used to. Prior to COVID-19, chat and messaging capabilities catered to users always on the go, then it played a vital role in servicing those who were mostly homebound and needed essential services from groceries to healthcare.
Forward-thinking business leaders understand that exceptional CX is about continuously seeking better ways to use technology, data, and operations. Well, today, a question for many consumers is, “Why can’t I message this company in addition to calling or sending an email?”
