12/08/2021 | Press release | Distributed by Public on 12/08/2021 21:44
San Antonio - Dec. 8, 2021 - The rising purchasing power of younger consumers and the proliferation of channels make it critical for retailers to innovate their customer engagement strategies. As digital experiences become increasingly personalized, retailers need to have a holistic view of the customer to ensure optimal, targeted customer interactions. In addition to enhancing customer experience (CX), they also need to fully optimize digital technologies to manage supply chains and improve operational efficiency. To resolve these challenges, leading retailers implement contact center-as-a-service (CCaaS). With CCaaS, they can connect customers and 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: How Retailers can Deliver Superior Customer Experience, provides a high-level assessment of contact center technology options across the retail industry. It also identifies the primary digital challenges for retailers globally and recommends ways for retailers to utilize advanced industry-specific technologies.
To download the complimentary Executive Brief, please visit: http://frost.ly/6g1
"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."
The benefits of employing AI technologies in the contact center include:
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About Melissa Tan
Melissa Tan is a Manager, Corporate Communications and is responsible for developing and executing communication strategy and programs that drive the Frost & Sullivan brand within Asia-Pacific. Her expertise covers PR management, media relations, community relations and partnerships.← Previous Post
Melissa Tan is a Manager, Corporate Communications and is responsible for developing and executing communication strategy and programs that drive the Frost & Sullivan brand within Asia-Pacific. Her expertise covers PR management, media relations, community relations and partnerships.