The pace of change in retail customer service in recent years has been profound, with new technologies and tools both meeting and driving heightened consumer expectations. The abrupt and shocking changes to the retail landscape driven by the Coronavirus pandemic have brought this issue into even sharper relief, as millions of consumers increasingly rely on virtual channels of service to meet their needs. In this environment, taking a step back to assess where the industry stands and where it is headed is a valuable step in planning for a future of increasing challenges and opportunities.
Radial and CFI Group surveyed 500 online shoppers early this spring to understand their experiences across the customer service journey, from self service in digital properties to the contact center. The resulting feedback underscores the ongoing needs and opportunities for retailers to invest in the tools and technology that support both customer self service and value-added agent interactions.Download the complete report to find out more retail insights.
Retail Report today!
center Download Press Release https://cdncom.cfigroup.com/wp-content/uploads/CFI-Radial-May2020-release-final.pdf icon-download left description The pace of change in retail customer service in recent years has been profound, with new technologies and […]
- May 20, 2020
center Download Infographic PDF https://cdncom.cfigroup.com/wp-content/uploads/CFI-cusi-2018-info-final.pdf icon-download left Download Press Release PDF https://cdncom.cfigroup.com/wp-content/uploads/CFI-CUSI-2018-PressRelease.pdf right icon-download left A new CFI Group credit union report shows members who experience […]
- April 14, 2020
center Download Infographic PDF https://cdncom.cfigroup.com/wp-content/uploads/CFI-gccsi-info-final.pdf icon-download left Download Press Release PDF https://cdncom.cfigroup.com/wp-content/uploads/CFI-GCCSI-2019-PressRelease.pdf right icon-download left A new CFI Group report shows government contact center satisfaction fell […]
- April 10, 2020