Although e-commerce and digital experiences are on the rise, businesses still face the challenge of creating experiences that strengthen their relationships with customers — both in person and online. By merging technology and data-driven insights with in-store experiences, retailers can gain a competitive edge over online-only enterprises.

This trends report examines how in-person businesses, such as banks and retailers, can leverage technology to improve their customer journey, build loyalty, and close the experience gap for employees.

In this Industry Pulse, we’ll discuss:

• How businesses can build better in-person experiences for customers
• Why service designers are key to improving customer satisfaction
• How retailers are using AI to build emotional connection with customers

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