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Analyst Research Report

2022 Omnichannel Customer Service Digital Maturity Index for the Retail Industry

Here’s the biggest gaps and opportunities for retailers to improve omnichannel customer service.

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As digital becomes the front door to stores, retailers straddled with legacy processes and technology will struggle to sustain competitive advantage.

In response to the seismic digital shift of the past few years, many retailers quickly cobbled together a patchwork of systems to get the job done. While this helped fill immediate needs, it is not a feasible long-term solution for managing retailers’ ecommerce, order management, and customer service processes and systems.

In this analyst report, see how speed, transparency and empathy play into excellent customer service, and why differentiating through service is crucial for business in 2022.

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Genesys empowers more than 8,000 organisations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organisations of all sizes so they can provide empathetic, personalised experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organisations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.

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