Propelled by the pandemic, retailers transformed their services, products, and customer experience at breakneck speed. More changes are ahead as consumers emerge, ready to spend with high CX expectations. Retailers, however, have a thin margin of error as they recover from 2020. Steve Rowen, managing partner at Retail Systems Research, discussed lessons to be learned from the pandemic and what forward-thinking retailers are doing to position themselves for success....
At a time when customers want great experiences at an increasingly faster pace, automation plays a crucial role in helping brands deliver. When done right, automation creates effortless experiences for employees and customers alike. And, while some customer service associates may initially fear automation – perhaps worrying it will take over part or all of their job – smart automation actually prepares employees with the tools they need so they’re ready to...
Customers live on their phones, but not in the same ways they used to. Prior to COVID-19, chat and messaging capabilities catered to users always on...

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