For many retailers adopting a mobile-first strategy is their number one priority, as trends point to a progressively more important role for smartphones. At the same time, they continue to expand the number of channels they offer across digital, store and contact center and to adopt new hybrid models, like “phygital.”
However, this is driving shoppers to increasingly use multiple channels in a single purchase journey. Consumers now want to seamlessly move between these channels, whether it’s for research, comparison, purchasing or after-sales support.
So how do you maintain a consistent, personalized and engaging experience across this omnichannel retail landscape that seamlessly enables a great customer experience, and also efficiently drives increased sales?