Email Insider – Retailers are embracing a new model, using AI, breaking down internal channel silos and fielding single-order management systems to deliver a superior customer experience. At least that’s the dream. In reality, almost half are plagued by budget constraints and/or disparate systems, according to the 2018 Customer Experience/Unified Commerce Survey by BRP, retail consulting firm.
And this apparently is having an impact. For instance, 48% plan to deploy AI to fuel their customer service within three years, but only 7% are doing so now. In addition, 31% plan to use augmented reality within three years, and 21% virtual reality — again, within three years.
And email? The study shows that 81% are using personal email as a means of customer interaction with the brand. But only 36% say it is working well, and 45% feel they need improvement.
Social media is utilized by 94%, with 36% saying it works well and 48% saying they need improvement. And 81% are using call centers, with 36% saying they need improvement.