While Customer Service (CS) is focused on a specific part of the customer interaction with a brand, Customer Experience (CX) can be only regarded as a holistic process across the customer journey, crossing also all silos and departmental borders within the organization.
Voice of the Customer (VOC) is the guiding light for brands and retailers, allowing them to be insightful and responsive to the ever-changing customer requirements, either stated directly or indirectly.
Understanding the customer will never cease to be a source of competitive advantage for retailers, having the right insights to drive the types of decisions that are made every day and at all levels within an organization.
As we are approaching the post-pandemic era, we find many businesses have put their focus on artificial intelligence, with global spending on AI being expected to double by 2024, turning AI into a cornerstone of retail in the years to come.
From pandemic-related in-store shopping restrictions and supply chain issues to creating new experiences for the customers, the last couple of years has been full of challenges
It is no secret that we are moving past the time where a single platform selling a single range would be a customer’s first choice; marketplaces are becoming the next big thing, as the umbrella platforms that are offering customers a “shopping mall”