Omnichannel
Metrigy research analyst shares insight on improving retail customer experience
Beth Schultz, VP of research and principal analyst at Metrigy, mapped out strategies for enhancing the retail customer experience in a free one-hour webinar sponsored by NICE.
December 12, 2023 by Judy Mottl — Editor, RetailCustomerExperience.com & DigitalSignageToday.com
While lots of retailers are adapting digital technology and tools, it's still early days, according to Beth Schultz, VP of research and principal analyst at Metrigy.
"We're on an upward tractor," Schultz shared during a free one-hour webinar sponsored by NICE in which the analyst spoke about how successful retailers are improving CX and shared strategies for creating personal and satisfying experiences for the new customer and the legacy customer.
When it comes to AI and agent assist technology adoption the benefits are real and worthy of attention, said Schultz. For example, using agent assist tech in the support call center can reduce the average handle time by 25.4% and can drive retailer growth 18.8%.
A support phone agent, on average, handles about seven customer inquiries at a time. When combined with virtual assistance technology that average figures can expand to 7.7 simultaneous customers being helped in the moment — a win for retailers and for customers.
That's just a few stats Schultz shared during the one-hour talk. Click here for a free download version and learn more.
About Judy Mottl
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NICE
With NICE, it’s never been easier for organizations of all sizes in retail and other major markets around the globe to create extraordinary customer experiences (CX) while meeting key business metrics. NICE is a worldwide leader in AI-powered self-service and agent-assisted CX solutions for the contact center—and beyond.
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