Business
Conduent CX Research Finds Strong CX Fundamentals Are Essential for Maximum Impact in the Retail/eCommerce Consumer Relationship
Research reveals Retail/eCommerce brands can’t be distracted by emerging technology or communications channels FLORHAM PARK, N.J., Sept. 13, 2023 (GLOBE
About this update from Conduent Incorporated
[{"type":"text","content":"Research reveals Retail/eCommerce brands can’t be distracted by emerging technology or communications channels\nFLORHAM PARK, N.J., Sept. 13, 2023 (GLOBE NEWSWIRE) -- Conduent Incorporated (Nasdaq: CNDT), a global technology-led business solutions and services company, released new research that provides a focused, in-depth view of the state of the customer experience (CX) within the retail/eCommerce vertical. At the center of the research findings, the lynchpin to standout customer experiences is a strong dedication and discipline to CX fundamentals, such as people, training, and robust processes, that layer in advanced technology, and not vice versa. The research, Experience & Loyalty Insights: A Research-Based Review, is a collaboration between Conduent and Execs In The Know. Key Research Findings from Corporate CX PractitionersBased on this survey of corporate CX practitioners, the research identified four areas where Retail/eCommerce brands should invest to heighten customer experience: Self-service capabilities for consumers to achieve quick, efficient resolution of high-volume inquiriesMeasurement of customer satisfaction and engagement as an indicator of loyaltyA consistent, empathetic omnichannel customer experience across delivery channels (i.e., email, chat, live, social, etc.)Standardization of business processes leveraging journey mapping, human-centered design, and industry best practices (e.g., COPC Inc. certification across delivery centers and geographies) CX Impacts Business Research shows companies have made progress on the level of customer care provided, but brands still must do better. Customers are seeking out faster, simpler transactions, more consistency across channels, and easier access to live support. For example, 42% of survey respondents said the care provided today is “Better” or “Much Better” than that of three years ago. The good news for Retail/e-Commerce brands is that 62% of their customers think their customer care needs and expectations are generally being met, versus 35% of consumers across all industries. “Regardless of the industry, companies must understand that delivering exceptional customer experience is essential to developing and maintaining loyal customers and to converting new customers. A key insight from the research is that success starts with the fundamentals of customer serv...