It has been a period of transition for the retail industry. Customer expectations have risen through the recent crisis. The way they shop has changed and the need to feel safe has made them gravitate towards no-contact, digital-first engagement.

From traditional in-store experiences to brick and click, these changes are here to stay, even as we tentatively shift towards pre-pandemic levels of activity. And with shoppers becoming increasingly more demanding, you can no longer afford to ignore their call for unified, omnichannel shopping experiences and instant answers.

Growing customer anxiety has also led them to value speed in service above all other factors. Limited by budgets and headcount, customer service teams are relying on the right technology to keep up.

This discussion will offer key insights on:

• Choosing agile and scalable customer service technology solutions to stay future-ready
• Building service efficiency to tackle staffing and budget constraints
• Facilitating a free flow of customer context for better service experiences

Sayantani Chanda
Head (General Manager) – CRM, Loyalty, Analytics & Customer Experience
Bata India Limited

Anuradha Singh
Chief Experience Design
Future Retail Limited

Vinod Chandramouli
Head of Sales, ASEAN
Freshworks

Bhupesh Chadha
Strategic Account Manager
AISPL

Jessie Paul
CEO
Paul Writer
Moderator