What does good retail CX look like?

Retail Case Study

With over 300 stores worldwide, customer and employee experience for this UK retailer suffered due to unplanned downtime, poor call quality and lack of tracking.

Operating around-the-clock six days a week, the contact centre is transforming employee engagement, service efficiency and customer satisfaction (CSAT).

User training and focus groups with advisors helped ensure a smooth transition.

The new Genesys Cloud platform has been running with zero downtime for 12 months and leverages capabilities such as Predictive Engagement, Agent Assist, Web Messaging and Workforce Engagement Management with gamification.

Before, the contact centre employed around 110 advisors, a figure now reduced to 50 with digital and AI tools doing much of the heavy lifting.

Other benefits included a 2% rise in CSAT scores with significant uplifts to Trustpilot (4.6 out of 5.0) and Yotpo (4.26 out of 5) star ratings. Coupled with increased deflection and self-service, this also contributed to a 4% fall in staff attrition rates.

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_References

₍₁₎_{Consumers Want It All, IBM study, 2022.}

_{(2) Retail sector in the UK, House of Commons briefing, 2024.}

_{(3) Retail Trends: Navigating the Future of the UK Retail Industry, Mintel, 2024.}

_{(4) Zendesk Customer Experience Trends Report, 2022.}

_{(5) The State of Loyalty, GlobalData, 2024.}

_{(6) Customer Service Expectations Survey, Gladly, 2018}

_{(7) Differences in call centre agents perception of their job characteristics, physical work environment and wellbeing, Problems and Perspectives in Management, 2016}

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