How AI is raising the bar on Customer Experience

Chris Wyper, Director of Global Industry Strategy, Retail and E-commerce at Talkdesk, explores how retailers can leverage AI solutions to achieve more personalised CX and stand out in a competitive market. The rise of personalised or hyper-personalised service is one of the most significant changes we've seen across the retail sector over recent years. It might seem a little ironic that, at a time when personal interactions in-store and on the phone have decreased, the process of making a purchase has actually become less transactional and more personalised. Digitisation has paved the way for retailers to gather more data and analytics. Not only has this digitisation helped retailers better understand their customers, it's enabled them to respond in real-time to meet their needs..