No industry has seen more change due to the digital and mobile revolution than the retail sector. Over the last several years, the industry has seen the rise of Amazon, the failure of national chains, declining foot traffic in stores, and customer preferences and behaviors that can shift in a flash.
To win in this new environment, retailers need to transform the customer shopping experience. Whether it is in-store interactions with sales associates, phone conversations with customer service personnel, or a chat session with an online sales rep; the goal is to make the customer experience more personalized and positive. To achieve this clienteling-style of selling across channels, retailers need to empower their associates with the content and tools needed to reshape the shopping experience.