Overview
Today, retailers face a myriad of pressures: increased competition, changing consumer behaviour, spiralling operational costs, and job shortages. When competing in an increasingly unpredictable market leveraging the right technology to improve CX is paramount.
Retailers with a strong emphasis on digital, omnichannel CX are not only more resilient during times of economic uncertainty but deliver higher returns to stakeholders.
To achieve this, retailers must move beyond the contact centre and deliver frictionless data-driven digital-first experiences that span the entire customer journey – every channel, every interaction.
Download this eBook to discover:
- How meeting customers at their digital doorstep can improve customer loyalty
- How a proactive approach to basket abandonment can boost sales amid economic uncertainty
- How using self-service during peak periods can improve CSAT and reduce cost of service
- How to integrate non-traditional channels like Trustpilot into the customer journey
NICE Named a Leader in the 2023 Gartner® Magic Quadrant™ for Robotic Process Automation (RPA)
Vera Bradley
Vera Bradley’s NICE CXone experiences have transformed their CX—like “going from black and white into color.”
Dover Food Retail expands internationally and centralizes all contact center locations on CXone
Dover Food Retail had ambitions to expand its operations overseas, but there was a roadblock in the way: Its contact centers all used different systems. To enter international markets, it needed a centralized cloud contact center platform that all locations could use. Dover Food Retail has made great strides with CXone; it successfully expanded internationally and all of its contact centers in the U.S. and Philippines use CXone. It now has real-time visibility into each contact center’s performance while boosting customer satisfaction and improving important metrics, such as reducing abandonment by 70%.
