2021 Retail Customer
Experience (CX) Trends
Is Your Brand Prepared to Offer High-Fidelity Customer Service With 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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In This In Depth Guide We Will Be Covering Topics Like:
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.
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- A knowledge base for new retail scenarios.
- Utility beyond the big screen.
- High-fidelity digital worker conversational capabilities.
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.
- Shopping goes fully hybrid.
- Fulfillment takes center stage.
- Brands experiment with new models.