Empowering Retail Associates
Technology has accelerated the convergence of the digital and in-store experience. 95%+ of consumers begin their retail journey online, allowing associates to know customer preference and history and in turn to personalize the in-store experience. Virtual and in-store events allow associates to better focus on understanding the customer and, in turn, meeting a customer’s specific needs. Appointments can be booked online and negotiated in an automated manner via AI and NLP, freeing up staff to spend time engaging customers. The appointment booking process includes pre-appointment booking questions, allowing associates time to maximize their preparedness for a customer visit. Technology has not only removed retail’s transactional element but also empowered the associate with information to anticipate and personalize the customer experience.