Do you know why your customers come into your store instead of shopping online? And do you design your stores to meet those needs and expectations, leveraging the right balance of immersive spaces and technology-enabled engagement solutions? Many retailers don’t, and that is why it is not surprising that many high street names are struggling.
Customers’ intolerance for suboptimal experiences is increasingly impacting companies’ profitability, because far too often their expectations for immediate, convenient and personalised service are not met. Why are organisations still pursuing tech-first transformation without due consideration for those deeper customer needs and expectations?
There is currently a clear trend in Customer Experience circles. It seems it has become almost impossible to attend a CX event without hearing people talking about Artificial Intelligence (AI) and chatbots. Yet, is AI still only the fancy gadget in fashion, or is it the solution to a real customer and organisational need?