RIP, Back Office. #CX
Nearly every instance of e-commerce falling to its knees in 2020 and 2021 had little or nothing to do with a broken shopping cart or an unresponsive online catalog. Rather it had everything to do with a broken supply chain – be that shrinking inventory, choking logistics, tremendous burdens on returns management as purchases moved offline, and the like.
COVID has taught us a few things that will forever shape the future of commerce, driven by one single truth:
Whether B2B or B2C, the customer’s intended experience is a result of a coordinated effort and visibility across the entire demand and supply chain.
And what is absolutely indisputable is this:
As we enter 2022, CX needs a reset to put the customer at the center of the design experience.
These are the five key 2022 commerce trends that will drive customer experience and become a source of competitive advantage for those who get it right.
1. Tech stacks will make or break how you get to market – no matter B2C or B2B.
2. Brands must move beyond one-dimensional data sets for real visibility
3. Customer service has evolved and can tie directly to product issues, logistics, and return management
4. Trust matters – and part of that trust is about compliance with regard to GDPR and local privacy laws
5. Returns are the biggest profit destroyer for brands – a strong focus on personalization is necessary
I expand on this on the Future of Customer Engagement and Experience blog, here.
