A consumer-driven British startup helped the UK's largest grocers and luxury retailers improve sales and brand relationships during the COVID-19 pandemic.
Customers booked appointments to pick up what they ordered online and were prompted on when to pick up their orders from the curbside through Qudini-enabled software. She attended the National Retail Federation show in New York in January, an event exclusive to bigshots in the retail space who are keen to share crucial tech insights and drive innovation within their industry. She was surprised to see that a number of tools were focused on operations and not on customers, because customer experience is ordinarily a point of focus.
"Customers wanted to connect with advisors, even if it was just from the comfort of their home, over video like we do with friends and colleagues," Wethered said. "Why wouldn't you do the same with a sales advisor if you want more advice on a product before you buy it? That's been an interesting trend that more retailers are adopting and better ties together the omnichannel piece for a retailer.