Today's consumers have expectations that a simple "service with a smile" just can't meet. Buying what they want, when they want, with purchases delivered at their convenience. Being able to make enquiries, ask questions, and chat with someone about their purchases on their chosen social media or messaging platform, any time of day or night.

In other words, consumers aren't looking just to purchase a product; they want an enjoyable and engaging brand experience. Perhaps this explains why 75% of consumers are actively changing their buying behaviour to support ethical trends such as going plastic-free.
As a result, retailers need to ensure they're doing everything possible to offer customers the same consistent, on-brand customer experience (CX) across all channels and touchpoints: online, offline, and everywhere in between.
This flawless, holistic, end-to-end brand experience is wholly possible, thanks to the massive leaps and bounds in technology solutions and SaaS platforms. But CMOs and CTOs seem to be leading the march on transforming CX, when it's clear that CFOs should be the primary driving force.
Why read more to find out