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Making Customer Experience a reality

In today’s highly competitive and volatile retail environment what it is to be a retailer is changing. Online and in-store, consumers want an experience. And they want convenience. And they want speed. In short, they want service. 

In this whitepaper we will look at how to create a service culture within the retail environment using these three vectors to create and deliver a service culture that your customers will be delighted by. 

Within this we shall look at:

  • The move to service culture – what is service culture? Why retailers need to implement it and what it can deliver in the age of personalisation.
  • Delivering that culture–The ‘how’: the systems, technology and process interoperation needed to start to make the move to service culture possible.
  • Managing and enabling that culture – So how do you make this all work in practice? Service isn’t a problem to be solved once, but more one that is adaptive and evolving so needs to be managed on an on going basis.
  • Featuring case studies from, Pandora, John Lewis, Heals and Game.
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