Join this CX workshop to find out how, by implementing a CPaaS solution, you can increase customer satisfaction exponentially, at The Gherkin, London, on the 21st of November.
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There’s been more change within the retail industry over the past five years, than in all of the previous 25 years put together, with big shifts in consumer and supplier behaviours. Today’s zero- tolerance consumer expects to interact with brands on their channel of choice: chat apps, email, video, online, contact centre and mobile, with few committing to brand loyalty:- “90% will keep on switching if they don’t get the experience they are looking for.”
At the same time, online sales are increasing. According to statista.com, in 2020, the proportion of e-commerce sales was 32.5% of all retail sales in the UK. The forecast for retail e-commerce sales as a share of total retail sales in the UK in 2025, is predicted to reach 38.1 percent.
Retailers are facing some challenges in meeting customer demands, with a fragmented CX infrastructure:-
– Siloed customer data, spread across various databases, CRMs and Marketing automation solutions
– Legacy systems, often not in the cloud, making delivering a “seamless” experience almost impossible
– Delivering an integrated, consistent and personal service that resolves customer queries first time
Join this CX workshop to find out how by implementing a CPaaS solution, you can increase customer satisfaction exponentially.
A part of the Tata Group, Tata Communications is a global digital ecosystem enabler powering today’s fast-growing digital economy with 7000 customers, inc. 300 of the Fortune 500 and 190+ countries and territories worldwide. Leading with trust, we enable digital transformation of enterprises globally with collaboration and connected solutions, core and next gen connectivity, cloud hosting and security solutions and media services.
Our Customer Interaction Suite, Tata Communications DIGO unifies marketing engagement, contact center, and customer journey workflows. Built on the twin foundations of AI-led automation and human-led interactions, Tata Communications DIGO powers compliant and hyper-personal customer interactions at enterprise scale. Multiple teams, including marketing, growth, customer experience, customer support, and operations, can leverage our no-code workflows & an omni-channel approach to effortlessly achieve unprecedented ROI and business growth.
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