Get Curbside Pickup Right: A CX Strategy Guide

Verint Team August 24, 2020

Retailers are facing unprecedented challenges in today’s world. Any and every advantage is critical.

The retail industry, already undergoing massive transformation, now finds itself shifting into overdrive to differentiate based on customer experience (CX). As COVID-19 hastens digital’s ascent as the go-to channel, retailers need to think about how physical locations factor into the journey.

Retailers will need to keep innovating on the value that store locations provide, evolving toward becoming true “flexible fulfillment centers,” with fast service, accurate inventory, and differentiated experiences.

Hence, today’s rise of curbside pickup. While buy online pick up in-store (BOPIS) is nothing new in retail, it is increasing in prominence and will surely evolve and improve over time. When social distancing guidelines put sudden and strict limitations on retail interactions, this fulfillment option took center stage.

When done right, it provides the unique opportunity to give customers the right blend of speed, convenience, safety and associate interaction to help brands differentiate with CX.

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