The Evolution of Customer Experience in Retail Roundtable

The evolution of CX: How technology unifies customer and employee experience

For the past two and a half years, frontline workers have kept retail afloat, sustaining operations despite ever-changing lockdowns, regulations, and safety protocols. As the world eases its way out of the pandemic, the challenge now is recruiting and retaining these individuals amidst labour shortages and shifting workforce dynamics.

According to an IDC survey, 85% of respondents agree that an improved employee experience translates to higher customer satisfaction. Customer expectations have also evolved greatly in recent years, and an even higher stand of customer service must consistently be met. To deliver on these customer expectations and demands in an increasingly competitive market, companies must begin with the employee. 

• What can retail companies do to improve the employee experience in ways that directly impact the customer experience?
• How can businesses leverage technology to create seamless retail customer experiences?
• What role does technology play in supplementing labour shortages?