According to the new Harvard Business Review report, 23% of consumers are shopping mostly or entirely online and seem to prefer it over brick-and-mortar stores. Driving customer satisfaction is a must, but the magic happens when companies go above and beyond.

With the rising influence of Millennials and Gen Z - who value speed and efficiency in their interactions with brands, look positively on companies that make it easy for them to find answers to their own questions, especially when the information is on their channels of choice. Companies must adopt a proactive approach by anticipating customer expectations and delivering personalized engagement at scale. This means harnessing social media, messaging & CSAT survey apps to empower agents and delight customers.

Hear from experts on how retail and eCommerce businesses can:

• Integrate all customer touchpoints across digital, social media and messaging channels to deliver seamless omnichannel experiences
• Deploy tools and strategies for building better digital-first engagement with customers
• Incorporate and measure CSAT effectively to understand customer expectations and sentiments
• Leverage analytics and intelligent automation to craft an effortless experience for both the customer and the CX agent