Enabling Employees to Redefine the Customer Journey for Experiential Retail

A great customer service experience drives revenue, profitability, and loyalty. In addition, it encourages customers to pay a premium for products, order more, and refer other customers. In fact, studies show that loyal customers are 5X more likely to repeat order and 4X more likely to refer new customers.

A bad customer service experience is a high cost to brand loyalty. Studies show that one in three customers will abandon a brand from a bad experience, and acquiring new customers is 5X more costly than retaining an existing customer. As a result, forward-thinking organisations should prioritise customer experience.

  • How can companies empower customer service teams to support experiential journeys?
  • What tools, including next-gen CRM and self-service capabilities, are proving essential to the modern retail experience?
  • How are companies adapting their strategies to ensure continued personalisation, relevance, transparency, and simplicity across their operations?

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Lucas Alexander Bio

Lucas Alexander
Enterprise Technology Architecture Director, Avanade


Rob Want Bio

Rob Want
Retail & Consumer Goods Industry Director, Avanade


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