Transforming retail customer service in the digital age

In today's competitive retail landscape, customer expectations are higher than ever. Providing a seamless and personalized experience across multiple channels is crucial for retaining customer loyalty and driving business growth. However, many retail businesses face significant challenges in achieving this due to inconsistent workflows, limited visibility, and technical debt. Join us for an insightful webinar where we explore how innovative technologies address significant pain points and cost-saving opportunities by unifying all interactions, both digital and personal, and leveraging AI-infused assistance and suggestions.

Participants will:

• Understand the challenges in retail customer service, including common pain points and cost-saving opportunities.
• Discover the benefits of unifying all customer interactions for a holistic 360-degree view, leading to personalized service and improved data collection.
• Learn how AI-driven assistance, real-time transcription, sentiment analysis, and conversation summaries can enhance customer interactions.
• Explore the advantages of seamless omnichannel support to boost customer engagement and satisfaction.
• Review ways to improve operational efficiency and reduce fraud through better reporting, standardized knowledge articles, and agent scripts.

Presenters:

• Terry Walls, EY Americas Digital Customer Service Leader
• Jonathan Kazemaini, EY Americas Digital Customer Service Leader
• Patricia Camden, EY Americas Retail Customer & Growth Leader
• Nate Boyd, Senior Technical Specialist, Microsoft