Retailers: Level Up Your Customer Experience in a Changing World (eBook)
Customer Experience is becoming increasingly important in today’s post-pandemic world. 81.5% of retail executives see customer experience as a key competitive differentiator. With customer experience driving two thirds of customer loyalty, CX is among the top KPIs for retailers. 69% of retailers reported caring more about CX this year than last, whilst analysts at Gartner note that over two thirds of companies now compete mainly on the basis of CX.
> The Rise of Digital Service & Changing Customer Expectations
> The Importance of Strategic Omnichannel Communication
> Why Retailers Are Investing in a Connected Ecosystem
> The Rise of Conversational Messaging, Chatbots, and AI
> Empowering the Modern Service Agent.
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