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Practical Guide to Creating a Retail Omnichannel Customer Experience

Learn how to enhance your customers journey

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Online shopping has seen impressive growth in the last 18 months. 38% of customers who did not shop online before the pandemic indicate that they will continue shopping online in the future. Asia has emerged as the world’s largest e-commerce region accounting for 59% of world online sales and revenues of US$2.53 trillion in 2020.

The growing opportunity also brings with it intense competition. Adopting a platform that can build not just your brand’s customer experience online but also improve it with AI-supported social media channels and predictive engagements capabilities will help you to achieve a loyal customer following. However, we understand that picking the right solutions can be quite daunting.

This practical guide teaches you to build a retail omnichannel customer experience in three phases. Learn how to:

Establish a stable foundation for online customer engagement
Connect and enhance customer journeys
Utilise AI to serve customers with empathy

Genesys Cloud

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.