Atento S A : The New Imperatives in Retail and eCommerce CX
The event took place on 17 th March 2022.
Speakers discussed the dramatic change e-commerce has undergone during the pandemic era and how to overcome the current challenges in the industry.
New York, March 22 2022 . Last week, Atento, together with Nearshore Americas, hosted a webinar that explored the shifting dynamics of the Retail & eCommerce segment.
The event took place, following news that eCommerce grew exponentially during the 2019 health pandemic, giving rise to new challenges in the field of customer experience. With this in mind, speakers, including Atento’s Chief Commercial officer, Cathy Jooste, and Head of Customer Experience for Fanatics.com, Carolyne Truelove, discussed some of these key challenges being faced by organizations in the post-Covid era, given the expansion in omnichannel retailing coupled with the higher customer demands for seamless service provision.
During the event, which was hosted by Managing Director and Founder of Nearshore Americas, Kirk Laughlin, the speakers addressed a number of topics, including the proliferation of hyper-connectivity and its influence on customers attitudes and tendencies, and the critical role that CX plays in providing the cornerstone for business success in this new landscape.
The speakers also provided their specialist advice on how Retail & eCommerce businesses can overcome business challenges in the new normal. Among these suggestions, came the notion that data can be leveraged to prioritize empathy, given that the more companies understand their customers and their journey, the better they can be served. There was also discussion around how employee experience has changed, becoming a top priority in a work at home environment with specific attention being placed on constant connection, gamification, growth opportunities, diversity and inclusion, and a safe work environment are paramount.
Speaking after the event, Cathrine Jooste, Chief Commercial Officer, said, “Consumers’ attitudes have changed dramatically, accelerating the adoption of […]
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