Reinventing Retail: How tech is changing the face of customer service
"Retailers and service industries that can deliver what customers want
...will come out of the pandemic in a stronger position."
Our research shows failing to meet customer needs and expectations is costing business dearly
Customers have had bad experiences over the last few months and are demanding more
A physical retail presence remains important, but digital customer service is the future
Conversations via messaging channels have more than doubled since the start of the year
When asked ‘which of the following should retailers provide more of’ people said: