Retail Trends: The Shift from Contact Centers to Selling Centers during the Pandemic (IBM iX & Salesforce)

When stores had to close during the lockdown, retailers faced unimagined challenges: Sales staff suddenly had to provide their services from home. Customers served 1:1 in stores had to be satisfied through digital only. Classic service centers had to transform into selling centers that still deliver personalized advisory and experiences.  In this masterclass you’ll see concepts that emerged to offer best-in-class digital experiences during the lockdown and beyond - from seamless direct sales via social media, to troubleshooting customer service and order fulfillment issues. Learn how cloud-based technologies, such Salesforce Service Cloud, are the key to transform contact centers with more personalized customer interactions.