Arvato partners with Retail Week for new industry report ‘CX Decoded: How the UK’s top multi-channel retailers are investing to win consumer spend’
We’ve partnered with Retail Week, one of the most trusted sources of business intelligence for the retail sector, to speak to some of the industry’s top experts about the future of customer service in our new report ‘CX decoded: How the UK’s top multichannel retailers are investing to win consumer spend’.
As the UK stares into the jaws of the deepest recession on record, we’ve interviewed directors from established, multichannel retail brands QVC, Hotel Chocolat, Waterstones, Kingfisher and Seasalt to ask what does the new consumer look like? How are retailers driving them to spend? And what part does CX play in winning loyalty? This report uncovers:
- Which technologies to invest in to futureproof digital operations without breaking the bank
- What the future of in-store shopping is going to look like
- Who the top 30 multichannel retailers are
- What your customer experience roadmap needs to look like
The quintet also gives their take on what the future face of customer experience could look like – from the role of customer service agents in stores and contact centres working in tandem, to the complementary role automation could come to have.
David Morton, Sales and Solutions Director, Arvato CRM Solutions, said, “Customer experience, positive brand engagement and, increasingly, brand loyalty have now taken on a new level of importance. The retail industry is going through a significant period of transformation. Online-only retailers have flourished and those with primarily bricks-and-mortar models have had to adapt to focus on digital sales.
“As competition intensifies for consumer attention, customer experience has become a key differentiator. With face-to-face, in-store interactions unlikely to climb to the levels we saw at the beginning of 2020 in the short to medium term, leveraging the right data to provide a personalised, seamless, channel-agnostic experience and developing a long-term roadmap to transform your customer service operations is vital.”
You can download the new report here.
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