Over the past few years, the expectations of modern shoppers have evolved just as rapidly, if not more so, than the retail landscape itself. In order to transact and win loyalty from this new wave of consumers, potentially wary of swapping the convenience and personalized clienteling of online commerce for an in-store shopping experience, retailers are combining best-in-class digital personalization tools with holistic, cross-channel clienteling services to better elevate the customer experience across key pre-and-post-purchase touchpoints. 

Leading retailers are engaging their shoppers with 1:1 education and support around purchase decisions, drawing from successful ecommerce customer profile learnings to leverage data-backed insights on customer preferences and behavior patterns; as well as tapping innovative platforms and tools like AI, app, chat, video, and more to deliver high-touch, personalized shopping experiences across channels. Through accurate and scalable in-the-moment support, companies are finding they can generate not only greater value, but also customer satisfaction, confidence and loyalty. The ability to meet shopper expectations with omnichannel support solutions, intelligent curation, frontline expertise, cross-platform membership offerings, and more tailored offerings will be an increasingly important driver of retail success going forward. 

Within this report, PSFK iQ researchers explore the ways top retailers and brands are super-charging their clienteling engagements through cross-channel tools that drive enhanced CX and develop meaningful relationships with high-value customers. Within the trends and supporting examples, discover the retail technology, personalized customer service solutions, and key clienteling strategies catering to the elevated consumer needs and expectations of today. #clienteling