_______________________________________________________________________________________ Customer Experience
intelligent automation raises the stakes. When technology can sense frustration, adjust its tone, and hand off gracefully to an agent, it bolsters reliability.
At its core, retail is about relationships. Automation gave us speed and scale. Emotional intelligence gives us the human touch. The brands that thrive in the next decade will be those that understand this simple truth: in the end, retail loyalty doesn’ t live in the cart, it lives in how customers feel when the interaction is over. ■
Jadah Hawkins www. alorica. com
Jadah Hawkins is SVP and Global Market Leader- Retail & E-Commerce at Alorica, a global customer experience leader in designing and deploying tech-enabled, personalized CX solutions at scale. As a full-service, strategic partner and top CX company, it combines next-gen technology and managed service expertise with a digital-first, human-focused approach. Its 100,000 + experts across 17 countries, including agents, technologists and solutionists, empower brands around the world with tailored interactions customers crave.
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