Changing customer expectations and journeys
89%
Companies with strong omnichannel strategies retain 89% of customers, while those with weak ones keep just 33%.
Microsoft 2017 State of Global Customer Service Report
Your four-step journey to achieving customer experience excellence
To deliver on growing customer expectations, retailers need to have a single view of customers and operations. This enables them to take a customer-centric approach to delivering a superior experience and driving increased loyalty and sales.
Provide your customers with experiences that stand out with these four steps:
- Strengthen your digital presence and grow online sales
- Get closer to customers and improve loyalty
- Unlock hidden customer insights
- Unify online and offline channels
Download our advice sheet to learn more
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The rise of mobile shopping
Mobiles have become the center of customer interaction, with 61% of the world’s population expected to use mobile Internet by 2025 (GSMA). The mobile channel is an essential growth driver for retailers. It is critical to providing a superior end-user shopping experience on mobile devices through high performing, responsive websites and mobile shopping smartphone applications.
Despite the fact that today mobile sales only account for around 5% of total retail sales, the mobile channel is estimated to influence one out of three purchasing decisions (Forrester), highlighting the need to ensure that the mobile experience is consistent and unified with other sales channels.
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These cookies make it possible to share or react directly on the social networks to which you are connected or to integrate content initially posted on these social networks. They also allow social networks to use your visits to our sites and applications for personalization and targeting advertising.
AI-powered journeys
Customers expect speed, accuracy and simplicity in their interactions with brands. By harnessing the best of humans and bots to analyze customer journeys, you can elevate conversations and enrich experiences using increasingly predictive and personalized engagements with customers. In addition, sales associates are empowered to meet and anticipate customer expectations, which results in higher customer satisfaction and loyalty across channels and touchpoints.
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