Where IT Leaders Share Ideas
Driven by “safer at home” restrictions, shopping online has become a norm for customers. So much so that more than 25% of customers are planning to continue shopping online, even after stores reopen. The pandemic...
Omnichannel has been a strategic priority for retailers for a few years now. However, with economic uncertainty and mutable consumer behavior, omnichannel has leveled up. Take, for instance, Lululemon’s acquisition of Mirror, an at-home...
Even though tech and customer expectations shift over time, causing changes in customer service, the core qualities of good service remain the same. The customer must find answers quickly and be satisfied with their experience/result. Companies must manage the experience/satisfaction/service relationships, which is especially difficult given the pace of recent trends.
