Retail Systems Report


How are retailers using data, AI and automation to optimise customer service journeys in the omnichannel era?

With High Street footfall on the decline, a cost-of-living crisis, and ever-increasing competition in the online marketplace, placing focus on the digital customer has never been more important.

Data, AI and automation all have a role to play in assessing and implementing measures to make customer journeys more connected, personalised and efficient – all factors that are critical aspects of creating a seamless customer journey and meeting consumer expectations.

Retail Systems and Genesys conducted a survey to assess the current state of retailers’ customer call centres, gauging how connected they are to the rest of their organisation, and how far along retailers are in deploying AI and automation to provide an omni-channel experience that meets customer needs.