Retailers today are focused on building personalized, seamless and streamlined customer experiences. Nearly three-quarters of C-level executives in the retail industry said that improving customer experience (CX) is one of their short-term goals over the next 12 to 18 months, according to a report from management consulting firm BDO.
Few industries were affected by the COVID-19 pandemic like retail, which faced drastic channel shifts for purchasing and service, spikes in sales in some categories and precipitous drops in others, and ongoing supply chain disruptions. As a result, retailers are managing high call volumes, assertive customers and a proliferation of channels that stretches their ability to provide consistent customer experiences. And despite innovations in commerce technologies, such as payment processes and demand forecasting, aging legacy technologies and proprietary systems continue to hold some retailers back, hindering their efforts to improve service.
