Tag: omnichannel experience

The fact that 57% of marketing executives admit they often don’t have the data to understand customers or anticipate their needs is an existential problem. No matter the industry, customer data and insights are vital to helping deliver meaningful experiences, create strong engagement and achieve customer satisfaction.

The face of retail is evolving, with many retailers realising that in the post-pandemic climate, simply having an online and physical presence is not enough. This is backed by research which shows that multi-channel shoppers spend 82% more per transaction than shoppers who only spend in-store.

Prior to 2019, anyone booking travel would have considered cost saving their key priority. Not anymore. Although travel bookers are, obviously, still keeping an eye on expenses, they (and their clients) are now more concerned with wellbeing.

As consumer behaviour continues to change due to the impact the global COVID-19 pandemic has had both on business and individuals – retailers are increasingly having to position themselves to provide omnichannel services that can meet these evolving digital consumer expectations.

As South Africa navigates the COVID-19 third wave and businesses do all they can to mitigate the health and economic effects on their workforce and businesses, the country needs strong leaders who acknowledge the unprecedented uncertainty but step up and prepare their organisations for a season of growth.

Today’s consumer is used to technology that makes communication easy and they expect organisations to offer every contact channel they want to use. Here are the insights on how today’s contact centre needs to redefine ‘omnichannel’ to deliver an excellent customer experience.