With access to more customer data and profile intelligence than ever before, as well as a surge in automation and AI, retailers have everything at their disposal to create a fantastic customer experience.
But with so many challenges, including the cost-of-living crisis, retailers have a CX balancing act to contend with – 1) bringing costs down whilst remaining profitable, 2) managing the influx of returns, and 3) balancing automation with the human touch.
We partnered with Customer Experience Foundation to bring together experts from across the industry – including retail giants, John Lewis & Partners, premium stationery brand, Papier, and online clothing behemoth, ASOS – to decipher how brands can strike the balance in customer experience.
Within the report, we’ve also featured an overview of global footwear brand, VIVOBAREFOOT, and its approach to personalised CX, including an automated WISMO and WISMR process
This report addresses three critical focus areas for retail customer experience, including:
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