As competition for spend intensifies, customer experience is fast becoming a battleground for retailers. And with lines between physical and digital stores blurring, today’s customers expect seamless, multichannel experiences whether they’re shopping in-store or online. Now is the time for retailers to accelerate digital-first engagements and embrace new technologies.

For many retailers, this means shifting to online-first models, and increasing engagement through digital channels. These engagements have become essential to satisfying requests quickly, ensuring first contact resolution and preventing customer frustration.

In this guide, we’ll look at some of the key things you need to consider when building a digital- and customer-first contact centre – from emerging technologies and approaches to new attitudes and cultures.