What steps are leading retailers taking to leverage technology and data to enhance the quality of the customer experience? In this edition of Strategy Insights, Creating the Best Customer Experience, our editorial team combines original consumer survey data with insights from some of online retail’s biggest names.
Personalizing customer experiences can be challenging as sales volume increases. While AI presents new opportunities, consumer interest can be unpredictable, especially if a merchant’s experience falls short of expectations.
Discover how Best Buy, Ikea, Sam’s Club, and Walmart are tackling these challenges and finding innovative ways to improve customer engagement.
Highlights include:
- The significance of first-party data for retailers who offer both online and in-store services
- Potential benefits and concerns when using AI to scale customer service
- Ikea’s initiatives beyond its customer service chatbot
- The technologies that major retailers are employing to create AI-powered chatbot experiences
- Walmart’s strategy for addressing human needs through technology
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