Even before the pandemic, retailers were eagerly experimenting with all the different ways they could be reinventing the customer experience. When the pandemic arrived and made in-person interactions unsafe, Verizon was one of the retailers enabling self-checkout in its stores and appointment scheduling through its app, and there are scores of similar stories all across retail.
Alcohol retailer Total Wine & More had already been prioritizing higher-value interactions with extensive training programs designed to help staff members assist customers with their selections and purchases. Read more…