The retail industry has been shaken by the disruption of the Covid-19 pandemic. With the enforced closure of brick-and-mortar stores across the globe and dramatic changes to customer preferences and behaviors brands have been forced to shift and adapt in order to survive.
This report draws on the insights and experiences of an extensive survey of retail CX professionals, as well as providing commentary from various retail CX experts such as, Footlocker, Caterpillar, Vistaprint and Infobip, to identify and analyze key customer trends as we begin to enter ‘the new normal’.
Uncover real world examples of how brands are adapting to shifting trends and the innovative methods being employed to ensure that they not only survive the ongoing disruption but begin to thrive.
Download this report to discover:
- How the disruption of 2020 has impacted the retail industry
- The ways in which the advancement of digital transformation initiatives has been necessitated
- How brands are driving effective customer service in ‘the new normal’
- Why a focus on agent is experience has become necessary for delivering exceptional customer experiences