Retailers Gain a Deep Understanding of CX when Partnering with Tech

The rising purchasing power of younger consumers and the proliferation of channels make it critical for retailers to rethink customer engagement strategies. As digital experiences become increasingly personalized, retailers need to have a holistic view of customers to ensure optimal targeted customer interactions.

In addition to enhancing customer experience (CX), retailers also need to fully optimize digital technologies to manage supply chains and improve operational efficiency. To resolve these challenges, leading retailers are implementing contact center-as-a-service (CCaaS). With CCaaS, retailers can connect customers/employees across voice and digital channels to increase the effectiveness of marketing, sales and service.

Frost & Sullivan’s latest executive brief, Answering the Call of Today’s Consumers, provides a high-level assessment of contact center technology options across the retail industry. It also identifies the primary digital challenges for global retailers and recommends ways for retailers to utilize advanced industry-specific technologies.

“As consumers who feel connected to a brand tend to remain loyal, retailers need to partner with technology leaders to gain a deep understanding of the CX and adapt quickly. Contact centers now play a central role in facilitating an effective and differentiated CX,” said Michael DeSalles, principal analyst at Frost & Sullivan. “Their ability to connect the stalwart and evolving digital technologies in retail through the contact center provides brands with the stability and agility needed to meet the demands of today’s consumers.”