The Customer and Employee Experience
Wednesday, June 07, 2023, 10:00 AM PST - 11:30 AM PST
2023 Excelerate webinar series
AGENDA
10:00AM PST - Hello! Krysti Keener (Excelerate Champion, Host of The Future of Retail podcast)
10:10AM - 11:30AM PST - Discussion
In a 2023 study, 69% of respondents said they wanted retailers to enhance the customer experience. In another survey, more than half said information they needed to make purchases wasn’t provided proactively. To meet these rising expectations, some brands are improving their presence in-store and online. For instance, some are beefing up their in-store WiFi while others are spending more resources to improve their customers search experience online, such as bubbling up related items they believe the customer may need. Others are improving their customer data management to create more intelligence around the customer journey. What are retailers doing to meet the higher expectations of their customers? Also, how are retailers empowering and motivating their employees to service the customer better? After all, employees can add or detract from the customer’s shopping experience.
