Customer Experience, Employee Experience and Automation are three major factors for competitive advantage in the retail industry. These three areas need to be planned and delivered as part of a coordinated effort across the entire organisation to yield a maximum of benefits and to provide for a frictionless transformation process. Avvio Reply and Retail Reply support retailers to leverage the opportunities offered by advanced technology to create compelling customer journeys while ensuring that the companies’ employees are integrated in the change process.
Customer Centric Transformation
All change begins with developing a profound understanding for the customer journey. Understanding the meaning of the different business touchpoints from the perspective of the customer, is critical for the successful redesign of the whole customer journey. These insights have to be implemented not only in technical systems, but they need to be lived by the whole organization. This requires decisive change management to ensure all employees, not only the customer facing staff, are aligned with the new strategy.
Combined expertise
Based on their combined experience and expertise in the retail sector and with employee experience initiatives, Avvio Reply and Retail Reply have developed a comprehensive approach for retail companies in their endeavour to improve sales performance. This approach encompasses all three dimensions: customers, employees and automation technology.
Download the brochure and learn more about the approach developed by Retail Reply and Avvio Reply: click here