Ramping Up Tech Could Give Retailers a CX Edge
Despite all the talk about the customer journey, the increasing use of CRM, the omnichannel approach, and the seamless customer experience, stores still don't have technology down pat for the holiday rush, according to the "2015 Connected Shoppers Report" Salesforce released last month. "Although major retailers have made investments, many are still dealing with legacy and disconnected systems that don't recognize the virtual customer from the in-store one," said analyst Rebecca Wettemann.