“Maintain consistency across devices when shopping”
25 to 34-year-old consumer
Drive AI Outcomes for Happy Holidays with Happier Customers
Or so the saying goes. For this year’s Holiday Survival Guide, we conducted both consumer and brand research. This helped us to understand where and how much consumers plan to spend in 2024, as well as how retailers are preparing for The Holidays – what challenges they are expecting and how ready they are to deal with them.
For many, seasonal shopping kicks off over the Thanksgiving weekend and last year close to two-thirds of US citizens made a purchase. With spending expected to rise again, the right strategies to keep shoppers loyal are imperative to happy holidays.
Three things you need to know about this year’s consumers…
25 to 34-year-old consumer
35 to 44-year-old consumer
Higher containment rates through self-service mean agents handle fewer customer queries, resulting in increased contact center capacity.
Interactions are intelligently directed – based on context – to the right resource at the right time, regardless of channel, helping to elevate CX through lower average handling time.
Enabling agents to work across multiple channels means a more flexible workforce and fewer resources required to cover an increased number of interactions.
AI-powered coaching helps all agents perform like your best agent. Training time is reduced thanks to in-the-moment guidance, ensuring high service levels are maintained despite the holiday rush.
Using generative AI to eliminate after-call work expands agent capacity, as well as removing the pressure of accurately summarizing complex calls.