Hand in hand

Just for me and right now

A Retail Customer Experience study expects the hyper-personalization of customer experience to be the ultimate trend of 2022. With virtual assistants rapidly gaining ground, customers may really feel that offers are tailor-made to their needs. This year we’ll see retailers growing ever more skilled in analysing and using data.

Automation, AI, algorithm, data collection… these are the mantras for 2022

Algorithms deployed for the satisfaction of customers

In 2022 digital hubs in the cloud will enable brands to rethink and reshape their operations, as well as the customer journey. Voice and digital channels and interactions through virtual assistants will become interconnected. Besides robotic process automation (RPA) appearing, major retailers will integrate the highest possible level of AI into their digital contact platforms with a view to better control self-service channels, authorizations and predictive analyses. The trend of automation implies higher-level customer service and customer satisfaction, as well as higher speed of administration.

Physical stores have to meet many customer expectations

I hate shopping

According to a study by Appinio, grocery shopping is not at all a joyful activity. 2022 is a year of opportunities, where retailers may offer as many alternatives, services and business models as possible, in order to relate positive experience and feelings to shopping.

No delay is tolerated in delivery today

Be nice to me if you want my personal data

When it comes to the relationship between retailers and customers, it is unavoidable to talk about the use of personal data. And rightly arises the next issue: how can customers’ trust be maintained. Even if most shoppers are unwilling to offer their personal data for third-party use, they are less strict about it if they receive something in return.
Retailers therefore need to educate customers about the way they use personal data and how it relates to better shopping experience. To put it simply: they can win customers’ trust by only clear and honest communication.

Fast as lightning

Challenges posed by the labour market and inflation, as well as blocks in the supply chains are going to challenge retailers. They, however, can perceive it as an opportunity where they can attract customers by offering new e-commerce services, personalized offers and even more digital ads. Let alone that food delivery is a still prevailing trend, so there is huge potential hiding in very fast delivery services this year. Developing a premium product range presents itself as another area to deploy in 2022.

Inflation will affect everyone this year

Transparency…

According to Deloitte’s forecast for 2022, companies that dared to invest into constant development in 2021 can harvest real financial success this year. This year won’t be short of problems though, consumer trust will be the factor that may overwrite every limitation. Deloitte says that companies have three major to-dos in 2022 if they want to win or maintain customer trust: enhancing transparency, extending digital commitment and investing into the future of work.

…digital commitment…

Digital commitment is mainly needed to trace the rapid changes in shoppers’ attitudes. It implies the use of increasingly popular D2C platforms that present themselves as a great tool to enhance transparency by sharing personalized offers as well as information and data about work, safety, freshness, carbon reduction, etc.

We expect year 2022 to bring about convenience while we also save money

… invest in human resources

The lack of labour force compromising quality may easily result in a loss of consumer trust. Thus, companies should invest more in retaining employees. More energy, attention and of course money invested into the trio of diversity-equality-inclusion (DEI) related to HR policy and schemes will yield significant development and success in the future. //