Amitha Pulijala

Retailers are laser-focused on cart abandonment, but there’s an invisible (and more costly) threat surfacing: support abandonment. When facing stressful and anxiety-inducing issues like returns/exchanges, checking product availability, or addressing complaints about quality, some consumers won’t even initiate contact for help. In fact, a recent study from Cyara found one in four consumers have avoided…

In retail, customer experience drives loyalty, yet most organizations cannot pinpoint a single person responsible for it. According to Forrester, many companies admit they lack a clear CX owner. Instead, marketing, IT, digital, and operations each manage their own slice of the customer journey. For example, chatbots fall under digital communications, phone support under operations,…