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.

Photo: Adobe Stock

December 12, 2023 by Judy Mottl — Editor: RetailCustomerExperience.com & DigitalSignageToday.com, Connect Media

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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

Judy Mottl is the editor of RetailCustomerExperience.com and DigitalSignageToday.com at Connect Media. She is an award-winning editor, reporter and blogger who has worked for top media for nearly four decades, including AOL, InformationWeek and Internet News, as well as for leading technology providers including HP. She’s written everything from breaking news to in-depth industry trends and reported on technology long before the internet arrived, including the debut of the first smartphone. When she's not sharing insights on digital signage deployments and trends in retail customer experience she's on the beach or watching the latest live murder trial.

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