To Improve Customer Experience, Know the Trends, Have a Strategy

Focusing on the “customer experience” — or as marketers call it, “CX” — has emerged as a high priority for retailers and brands looking to increase conversion rates, build loyalty and attract new customers. But at this week’s Shoptalk, and the NRF’s Big Show earlier this year, retailers and brands are learning that there’s no single solution to make it work. Instead, a clear strategy armed with the right technology is required. To help retailers and brands articulate those strategies, cloud-based call-back solution provider Fonolo today released its annual CX trend report. The company said retailers are “striving to take customer experience more seriously than in the past and, as a result, are realizing that CX is what makes the difference in ROI, sales, customer loyalty and overall success.” “However, this is easier said than done,” authors of the report noted. “The customer of today is informed, connected and possesses more product and service knowledge than ever before. To succeed, companies must continuously meet the extraordinary demands and expectations of today’s connected consumer.” The idea of “continuously” meeting shopper expectations means making investments in technologies such as artificial intelligence, data optimization and predictive analytics. The goal is to create a highly personalized —

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