2020 saw the rise of a new generation of digital-first consumers. While tech-savvy customers have been consistent with their online shopping and mobile ordering, closures of established storefronts and increased safety restrictions brought in a new wave of digital consumers.
As we regain access to in-person experiences, many of these now technologically adept individuals will continue to include these practical and convenient eCommerce solutions even when restrictions are lifted.
Once customers depart from the more established retail experience, they have and will continue to form new standards and expectations for an exceptional online experience.
To effectively identify and meet these new standards, companies must work to gain a greater understanding of their customers’ intentions throughout their end-to-end journey to offer more proactive and personalized support.
This report will unpack:
- Shifts in digital customer behavior to help predict future expectations and standards for success
- Strategies of engagement that leverage proactive communication and targeted support to facilitate meaningful interactions
- Solutions that generate long-term loyalty positioning the contact center as the ultimate revenue-generating resource