Introduction
The Impact of Technology omnichannel experience has enabled brands to be more flexible, but that doesn’t mean it’s easy. It’s a real challenge for organizations to keep up with customers’ changing expectations.
Omnichannel is a major trend in the retail industry—and it’s not going away anytime soon. According to Nielsen, 62% of online shoppers say they prefer shopping online because it gives them more control over the shopping experience.
But that doesn’t mean they’re not looking for a multichannel experience—they are. The retail industry has been moving toward an omnichannel approach in order to meet customers’ demands and stay competitive. Retailers like Amazon, Walmart and Target have all made major investments in their online platforms over the past decade.
The customer journey has changed in recent years
As customers become more informed and empowered to make their own decisions, they expect a seamless experience across all channels. They have more choices than ever before, so it’s more important than ever for brands to deliver consistent experiences across every touchpoint.
In recent years, the dynamics of the customer journey have undergone significant transformations.Impact of Technology.
How can you meet customers where they are?
To meet customers’ demands, companies need to be able to offer them the shopping experience they want. Technology is making it easier for customers to shop and interact with brands when, where, and how they want:
- Customers can browse online or in-store at any time of day or night from anywhere in the world.
- Customers can research products using their favorite devices–smartphone or laptop–and then buy them on their preferred channel (e-commerce site vs. brick-and-mortar store).
- Customers increasingly expect companies not only to provide access to products through multiple channels but also deliver personalized offers based on past purchases or browsing history.
What’s the real impact on CX?
While the above is true, there are some important considerations to keep in mind.
First, customers don’t just expect omnichannel shopping; they demand it. According to a recent study by Accenture Research and Capgemini Consulting Group (2016), 79 percent of consumers say. They’ll abandon an online purchase if they can’t complete it immediately on their preferred device or channel (including 53 percent who will abandon within five minutes). This point is key: if you don’t provide an optimal experience across all channels–or at least be willing to accommodate your customers’ needs–you risk losing them altogether.
Second, as noted above, this expectation extends beyond just being able to shop anytime/anywhere/on any device; it also includes being able to get help from customer service whenever needed and communicate with brands and other customers online without feeling like you’re talking into thin air or getting lost in cyberspace forever
Technology is making it easier for customers to shop and interact with brands when, where, and how they want.
The customer journey has changed in recent years. Customers are demanding omnichannel experiences, and technology is making it easier for them to shop and interact with brands when, where and how they want.
As a result, retailers need to be able to provide an integrated experience across channels. So that you can meet your customers wherever they are in their purchase journey.
Today’s customers are demanding omnichannel experiences.
Today’s customers are demanding omnichannel experiences. They expect to be able to shop and interact with brands when, where, and how they want–and technology is making it easier for customers to shop and interact with brands when, where, and how they want. As a result of this increased customer expectation of retailers being available on all channels at all times, retailers need an omnichannel strategy that allows them to deliver these experiences across all channels (in-store; online/mobile; social media).
The online shopping experience has come a long way from its humble beginnings. Today, consumers are often looking for more than just a product; they want an engaging brand experience that meets their needs in the moment. This means retailers have to have a strong digital component to their omnichannel strategy.
Conclusion
The customer journey has changed in recent years, and technology is making it easier for customers to shop and interact with brands when, where and how they want. But the real impact of Technology on CX? Omnichannel experiences are becoming more important than ever before as consumers demand more from retailers–and technology is helping them get it. Companies that focus on providing this type of experience will be better positioned for success in today’s marketplace.
