Retailers and brands have never had more options for forging direct relationships with customers, yet many solutions create complexity and confusion that can derail overall customer experience. With consumer expectations escalating and brand loyalty declining, retailers and brands must avoid unforced errors at every turn. As chief operating officer of UJET, Vasili Triant oversees go-to-market strategy for the first and only cloud contact center platform designed for the smartphone era. Vasili is determined to make seamless, unified, and intuitive experiences the new normal.
In this episode, Carol and Vasili discuss the future of customer experience and what it will take to retain and delight customers as touchpoints and possibilities multiply.
Highlights from the interview:
· Why leaning into automation can be shortsighted, even as labor shortages loom
· How to personalize customer interactions while controlling the creep factor
· Why predictive customer care is retail’s new benchmark
· How to hit the sweet spot between high tech and high touch
Guest Information:
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