2024 Holiday Season: CX Lessons Learned

The holiday season is the most crucial time of the year for the retail industry, presenting both opportunities and challenges in customer experience (CX). With heightened customer expectations, increased demand, and tight timelines, retailers must be agile and proactive in delivering seamless experiences across every touchpoint. But even with the most thoughtful planning, the holiday season can highlight areas where CX falls short.

In this webinar, we’ll reflect on critical lessons from the 2024 holiday season and explore actionable insights for retailers looking to enhance their CX strategy for the future. Through real-world examples and expert analysis, we’ll dive into the areas that most impacted the customer journey. Key topics covered will include:

• Feedback: The importance of capturing and acting on customer feedback during the busy holiday period to understand pain points and improve service in real time.
• Support: Best practices for managing increased customer support tickets, reducing time to resolution, and ensuring agents are equipped to handle the surge in inquiries.
• eCommerce Marketing: How personalized offers, promotions, and product recommendations can drive conversions and reduce cart abandonment during peak shopping days.
• Shipping: Addressing shipping delays, optimizing logistics, and managing expectations to ensure timely delivery and reduce post-purchase dissatisfaction.