Since the beginning of 2020, the retail landscape has seen many changes, most notably the accelerated digital adoption of consumers spurred by unforeseen circumstances: a global pandemic. Now, with the onset of the new normal, there’s a new digitally-driven expectation for customer experience. With 82% of consumers feeling more comfortable using digital channels, retailers will need to once again change their strategies.
Thankfully, the latest market study by Customer Contact Week (CCW), Customer Experience Trends, Challenges & Innovations, has gathered data directly from consumers to help you develop the best digitally-driven customer-centric strategy for your company. In it, you’ll find:
- Why the customer experience matters more than ever
- The new pains associated with customer care and how to combat them
- How customers are embracing the digital transformation and what that means for your brand
- Customer-centric innovations to implement now
- New must-have technology
- And much more!