Retail’s customer experience problem: Shoppers don’t want channels, they want answers

It’s a phrase you hear within the retail industry constantly, but it’s never been more true – the customer doesn’t think in channels.
They don’t care whether their problem started on a website, moved to a chatbot, ended up in a contact centre, or needs a store colleague to fix it. They care whether the retailer knows who they are, what’s happened, and what needs to happen next.
That’s where many retail customer experience strategies still fall down.
Reta