Metrigy research analyst shares insight on improving retail customer experience

While lots of retailers are adapting digital technology and tools, it's still early days, according to Beth Schultz, VP of research and principal analyst at Metrigy.

"We're on an upward tractor," Schultz shared during a free one-hour webinar sponsored by NICE in which the analyst spoke about how successful retailers are improving CX and shared strategies for creating personal and satisfying experiences for the new customer and the legacy customer.

When it comes to AI and agent assist technology adoption the benefits are real and worthy of attention, said Schultz. For example, using agent assist tech in the support call center can reduce the average handle time by 25.4% and can drive retailer growth 18.8%.

A support phone agent, on average, handles about seven customer inquiries at a time. When combined with virtual assistance technology that average figures can expand to 7.7 simultaneous customers being helped in the moment — a win for retailers and for customers.

That's just a few stats Schultz shared during the one-hour talk. Click here for a free download version and learn more.