The Retail Customer
Experience: 2021 Trends

High-Fidelity Customer Service Is a Must Given the Complexities of the “New Normal” in 2021

The 2020 pandemic forced retailers to innovate customer experience through the new normal at an unprecedented pace, and 2021 promises another year of transition and change. Companies that rise to the challenge and institute organization-wide changes will gain the agility and intelligence to help their brands outlast the uncertainties of the moment.
By combining the power of AI with human insights, retailers can guide customers through increasing complexity, fostering strong customer relationships and winning lasting loyalty.

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retail customer experience 2021 trends


While brands might yearn for a return to simplicity in 2021, indications so far are that the year ahead will be as uncertain and volatile as its predecessor.

Political turmoil is set to continue beyond the inauguration, bringing with it the potential for protests, boycotts, and market instability.

Hitches in COVID-19 vaccine roll-outs across the U.S. and globally mean that consumers will continue to have varying degrees of comfort with in-person shopping and events.

 
In This In Depth Guide We Will Be Covering Topics Like:

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No Turning Back: 2021 Will Bring More Complexity

Faced with these unprecedented conditions, it’s not surprising that retailers are undertaking organization-wide changes that will outlast the uncertainties of the moment. This evolution addresses key ways consumer behaviors and expectations are changing.

We discuss:

  • Shopping goes fully hybrid.
  • Fulfillment takes center stage.
  • Brands experiment with new models.
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Digital Workers: Essential Support for the New Normal

Retailers need full-fledged digital workers that go beyond order lookups to adapt their responses to conversational cues in real time.

While high volume may prompt retailers to implement the nearest chatbot app they can find, the complexity of the times demands a comprehensive solution.

Download the guide to learn about:

  • A knowledge base for new retail scenarios.
  • Utility beyond the big screen.
  • High-fidelity digital worker conversational capabilities.
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