Omnichannel & CX Transformation Journey
Product pick up
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Mobile app integration provides real time notification for frictionless pickup
Customer Service
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Cisco CPaaS sends timely, simple surveys that allows retailers to gather data and enable issue resolution in real time
Loyalty
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Seamless transition between self-service and live agent support for issue resolution
In-Store
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Mobile app integration for seamless online-to-in-store transitions
Order Automation
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Automated order tracking and status updates via Cisco CPaaS notifications
Cross-sell/Upsell
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AI-enhanced virtual shopping assistants provide additional recommendations
Pre-Visit
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AI-driven chatbots & voice assistants handle customer inquiries via Cisco CPaaS
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Omnichannel contact center integrates chat, email, social media, and voice (Cisco Webex Contact Center)
Engagement
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AI-driven predictive analytics suggest promotions based on past interactions
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Customer call routing based on sentiment analysis via Cisco Webex AI Contact Center
Research
Shop
Buy
Pickup
Service
Omnichannel Customer Journey
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Omnichannel Customer Journey
2
Compare Products & Prices
3
Place Order
4
Visit Store
5
Browse Other Items
6
In-store Pickup
7
Write Review
8
Return Item
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Research by McKinsey found that top-tier retail “Movers” have outperformed their peers on key financial metrics, including:
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3.6x outperformance in EBITDA
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3x lower SG&A costs
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2.2x better capital efficiency
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1.9x higher revenue growth
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Improved cost of goods sold
90%
of global retail executive believe that AI and machine learning are essential for the future of retail
73%
of emerging technology retailers are investing in analytics and AI to empower frontline employees
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