OracleVoice: Carrefour Positioned At Intersection Of Personalization And Service

Carrefour, the French supermarket giant whose name translates to "intersection," is building a new service capability to support its broad omnichannel strategy. The company is rolling out modern apps, such as one that makes it easier for consumers to shop using mobile devices and pick up their groceries without having to leave their cars--or their homes, for that matter. It's also adding modern capabilities that help customer service agents provide more efficient assistance, whether consumers are reaching out via email, web chat, or phone. These types of capabilities are growing in importance. Some 54% of consumers expect "promotions and offerings that are more relevant to me," and 25% are looking for a "more personalized experience," according to a survey by consulting firm Morar, conducted on behalf of Oracle.