The retail industry is constantly undergoing change. This is occurring not only because of e-commerce, but the continued digitization of the brick-and-mortar store. As brands try to revamp the shopping experience, the role of customer service and other staples of this industry have been altered dramatically.
With these developments come natural changes in consumer expectation. To keep up with what the market wants, brands must train employees to complement existing technology in brick-and-mortar locations.
Experience has been the most ubiquitous buzzword across the retail world over the last few years. Brands that have found ways to make best use of human employees, while also providing engaging displays, content and exhibitions have become leaders in their respective retail categories.
According to Forbes, “today’s customers love powerful stories and rich experiences.” The customer experience professional has become the “multichannel merchandiser weaving retail experiences that span the online and offline worlds, connecting customers to the brand both before and after the purchase.”
The balance of AI, advanced analytics and useful data will power the decisions businesses make going forward, but properly trained and utilized human employees can still be the difference between profit and losses in the retail industry.
To see why humans still play a key role in the shopping experience, click here.