The modern retail customer craves personalization, seamless conversations, and communication at every point in the journey. These are effortless experiences, and these experiences will define the new digital age in retail.

​Meeting these new consumer habits while reducing cost to serve requires a digital-first, customer-centric approach. Digitally transforming legacy support systems is a key enabler of achieving “effortless” experiences.

Read this strategy guide to learn:

• How to design customer-centric journeys
• When and where automation is needed
• How to optimize your channels and technology
• The benefits of remote work