Retail Online and In-Store CX Trends for 2024

08.07.2024

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Episode Summary

Chancy Chen, Head of Omnichannel Customer Experience at T&T Supermarket, explores the evolution of omnichannel experiences in retail, emphasizing the shift in consumer behavior during and after the pandemic. He highlights the importance of a seamless approach to customer service, transforming it from a cost center to a revenue generator.

Steven MacDonald Podcast Host

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Video's length

[13:23]
Introduction to Chancy Chen
[02:05]
The Evolution of Retail Customer Behavior
[03:09]
Rethinking What The Omnichannel Experience Is
[00:48]
Serving the Community
[05:07]
Educating, Training and Empowering Team to deliver Exceptional Customer Experiences
[03:06]
From a Cost Center to a Revenue Driven Center
[04:05]
How to improve CX with Data and AI?
[01:09]
Customers or Agents: Who Are More Important?
[02:08]
Empowering Agents
[02:35]
A Customer Story

As a customer experience leader, we can have a solid formula to bind our metrics. It'll build up a strong linkage that customer experience does matter in the shopping frequency, and this will drive incremental sales to the brand

Chany Chen Head of Omnichannel Customer Experience at T&T Supermarket

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