Retail’s CX Revolution: A reimagined role for contact centres

SPEAKERS:
Shannon Colquhoun, VP Global Industry Strategy: Retail & CPG
Paulo Silva, SVP Client Solutions at Alorica
Antonio Gonzalez, Industry Insights Manager at Talkdesk

Rising customer expectations for easy, personalized interactions, regardless of where and how they interact, have set retailers on a journey towards transforming their customer experience (CX). For many, however, these aspirations are hindered by limitations of disconnected legacy systems and processes, driving a reconsideration of their contact center technologies and how they are used.

This webinar explores the insights revealed in Talkdesk’s latest research report, The CX Revolution in Retail, including:

• How customer expectations from brands and retailers are changing.
• Opportunities for retailers to transform CX through their contact centers.
• The new roles of contact centres: Customer intelligence hubs, profit-centres, and more.