On-Demand Webinar

Omnichannel Customer Service: Lessons from Retail Leaders

For retailers, customer loyalty is critical. But earning – and maintaining – that loyalty gets harder every day.

Today’s consumers expect seamless journeys from browsing and buying to service and support – even when they switch channels. Savvy retailers have retooled to deliver fluid omnichannel shopping and fulfillment experiences.

But too often, customer service remains rooted in the past. According to industry insights firm Incisiv, two in three shoppers are dissatisfied with disjointed service across digital channels. And with 70% of consumers believing that a company is only as good as its customer service, the service experience is quickly becoming a key differentiator for retailers.

If you’re looking to redefine your customer service experience, join us for this webinar for insights from industry experts and practitioners.

Here’s what you’ll learn:

• Why the traditional path-to-purchase is dead and what the new lifecycle of engagement means for you
• Which retailers and brands offer best-in-class service
• Which capabilities and processes you’ll need to keep customers satisfied in the omnichannel economy
• How AI arms agents with empathy and drives automation to enrich customer experiences on every channel

Rick Olson
Head of Industry Strategy:
Retail, Hospitality & Tourism
Genesys

Nick Chaillier
Head of Industry – Retail
Genesys

Tim Denman
Editor in Chief
RIS News

Gaurav Pant
Co-Founder &
Chief Insights Officer
Incisiv