Consumers have flocked to online grocery shopping during the pandemic but say they miss the impulse buys that are a staple of the physical store experience.

With the retail industry up in the air as a result of the turmoil caused by COVID-19, confusion surrounding the future of the high street remains. Rohit Gupta, Cognizant’s Head of Product and Resources, suggests there is light at the end of the tunnel and retailers must utilise technology to rebuild the high street.

Organizations need to consider the challenges and opportunities as they ready themselves for the shift to voice technology in customer engagement.

Voice technology was already on the rise in India before the pandemic. But the virus ― and the subsequent need for both human-injected and contactless experiences ― served to increase both its pace and popularity.

The pandemic has put the pedal to the metal when it comes to digital adoption and innovations in customer experience (CX). Four senior leaders consider what emerging CX trends will be more relevant than ever in 2021. From voice technology to agile measurement strategies – what’s next for CX?