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Retail CX: The Ultimate Contact Centre Buyers Guide

From AI to automation, a contact centre buyer’s guide for retailers

No forms, just useful insight.

What's included?

The trends, challenges and a best practice case study for retailers

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CX trends to consider
Industry growth has barely kept pace with inflation since the pandemic. With fierce competition and increasing costs customer service is a key differentiator for retailers.

Challenges
From maximising customer loyalty to managing peak demand, we detail the 5 key challenges identified amongst our retail customers.

What does good retail CX look like?
With significant uplifts to Trustpilot and Yotpo scores, read more about this 300 store retail client and their CX transformation.

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The CX Factor: A Deep Dive into Customer Experience

Welcome to The CX Factor, a podcast that explores the intricacies of customer experience (CX) from the perspective of those who know it best – our customers. Join us as we interview Kerv Experience clients, delving into their unique journeys, challenges, and triumphs in the realm of CX.

For this episode we are joined by Walsall Council, discussing their goal to provide the best resident experience by utilising digital and AI. Featuring Kiran Grewal-Lehal, Customer Delivery Manager at Walsall.

Key highlights:

• About their transformation and winning the Most Improved Council award
• Giving residents the best possible experience
• What’s improved?
• Implementing change with your agents (not to them)
• Buy Genesys to save money!
• What will 2025 bring?

Enjoyed this podcast? Listen to some more!

CX Translate is helping Walsall improve the experience for residents where English is a second language, find out more about this game changing product for Genesys contact centres.

White Paper

Top 5 CX Trends for 2025

What does 2025 have in store for CX?

In today’s rapidly evolving digital landscape, customer expectations are constantly shifting. To thrive in 2025, CX professionals must adapt and embrace emerging trends. This white paper explores the top 5 critical trends shaping the future of customer experience.

Download this report to find out:

• Why empathy and taking care of your vulnerable customers is a key component of the customer journey.
• How to negate the prevalence of fraud and cybercrime
• How joining up data and AI can drive engagement at scale.
• Why CX professionals are excited about interaction analytics and how you can take advantage of the benefits.
• How to take advantage of the latest AI tools to make your employees happier.

By embracing these 5 key trends, businesses can deliver exceptional customer experiences, build lasting customer loyalty, and gain a competitive edge in the ever-evolving market. Read the guide to find out more!

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The CX Factor: A Deep Dive into Customer Experience

Welcome to The CX Factor, a podcast that explores the intricacies of customer experience (CX) from the perspective of those who know it best – our customers. Join us as we interview Kerv Experience clients, delving into their unique journeys, challenges, and triumphs in the realm of CX.

For the second episode we are joined by UCL a London based university, on a journey through their CX priorities, transformation and future plans featuring Ian Calkin, Platform Service Owner.

Key highlights:

• Recent changes for UCL
• Top CX priorities
• What’s improved?
• UCL AI ambitions
• How was A Level results day different in 2024?
• What’s next?

Enjoyed this podcast? Listen to some more!