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The Future Customer

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During the first eighteen months of the pandemic, customers were willing (if not content) to put up with delayed deliveries and long waits for customer support. Now, as shops reopen, all eyes turn to retail to see how it has used this time to address the customer experience. Our Future Customer report explores the need for authenticity, how to sell to the senses online and when to recognise it’s time to let customers go

CX
Why personalisation is the new customer battleground
CX
From the cautious spender to the impulsive shopper: how to serve the customers of the future
Infographics
Online success in 2021: customer experience and sustainability
The Future Customer 2021
Businesses must prioritise data in shift to digital sales
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Consumers crave more personalisation in the contact centre
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Knowing how and when to let customers go
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Are AI’s recommendations curbing customer choice?
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CX in 2021: they want it all - and they want it now
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How do you take your coffee? Black, white … or green?
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How to sell to the senses online
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How do you measure authenticity?
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