Overview
Today, retailers face a myriad of pressures: increased competition, changing consumer behaviour, spiralling operational costs, and job shortages. When competing in an increasingly unpredictable market leveraging the right technology to improve CX is paramount.
Retailers with a strong emphasis on digital, omnichannel CX are not only more resilient during times of economic uncertainty but deliver higher returns to stakeholders.
To achieve this, retailers must move beyond the contact centre and deliver frictionless data-driven digital-first experiences that span the entire customer journey – every channel, every interaction.
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