Creating great customer experiences in retail is tough. With growing expectations and the acceleration of digitisation, keeping customers loyal means making every interaction matter.

With non-essential stores going back and forth from lockdown restrictions, being agile has never been more important . The changes in consumer behaviour has ensured businesses are pivoting their customer service structure to a new age where being omnipresent is crucial to stay relevant. Read how Made.com, New Look, Huel and others are adapting to to keep up in an ever changing environment.

Key takeaways:

• Messaging & social media is at the forefront of CX
• The rise of e-commerce in the retail environment
• Enabling teams with the right technology - whilst in store or remote