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The Retail Customer Experience: 2021 Trends
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"The Retail Customer Experience: 2021 Trends"

High-Fidelity Customer Service Is a Must Given the Complexities of the “New Normal”

As 2021 gets underway, many retailers are eager to put the past year behind them. Thanks to the havoc set loose by the coronavirus pandemic, sellers faced temporary store closures that sent consumers to the Internet in droves -- a shift that supply chains and fulfillment networks were ill-prepared to accommodate. As a result, customer service departments were strained to the utmost, both because of the sharp increase in volume and because companies struggled to shift customer support operations to at-home workspaces or had to stagger shifts at physical call centers for social distancing.

As eCommerce revenues grew by a decade within the space of weeks, merchants retooled their operations at breakneck speed.

This report will examine:

  • The fundamental changes underway in the retail industry.
  • The requirements for agile digital customer support that can adapt to those changes -- and more.


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