5 trending topics at NRF 2022

Read this recap on NRF 2022 and discover the trending topics that will shape the contact center of the future.

If you’re like me and experienced major fear of missing out from not being part of retail’s big show, this is for you.

Just see below how great the Talkdesk NY team looked at NRF 2022… All while I was chugging tea on the couch in my PJ’s, under the weather.

But being on the couch had its perks—I had time to scroll through many session recaps and read others’ articles giving me the rundown of what was happening.

5 NRF 2022 #trending topics I loved hearing about.

As usual, NRF was packed of valuable content and expertise. But there are five trending topics that I would like to highlight:

1. Customer loyalty. Everyone seems to be looking for a secret recipe for customer loyalty. NRF had various sessions on this topic, including this one featuring Alberton’s CEO, Vivek Sankaran, and this choice quote from Walmart U.S. president and CEO, John Furner:  “Loyalty in retail is the absence of something better.”

Contact centers play a key role in this. But don’t just take my word for it. Our latest research found that 91% of CX professionals say their contact center is a major driver of customer loyalty. And I may not have a “secret recipe,” but I am an expert shopper, so here are four predictions:

• Loyalty will increasingly be driven by consumers’ overall connection to a brand rather than specific interactions.
• Contact centers will gain influence as they become loyalty-driving growth centers.
• The role of the customer service agent will become more strategic in creating loyal customers.
• Organizations will emphasize employee engagement and retention to drive loyalty from the contact center.

2. The Metaverse. As my mom would say, “Pero qué es eso??!” But NRF actually called retailers to embrace it. Not convinced? Emma Chiu, global director at Wunderman Thompson Intelligence, brought the numbers:

• 66% of consumers prefer to engage with brands digitally.
• 73% find it easier to interact with brands with a digital presence.
• 85% believe digital presence will be essential for a brand to succeed in the future.

Ralph Lauren president and CEO, Patrice Louvet, is on the same wavelength. He said, “We also believe in the metaverse,” adding that he has already dressed his avatar. “You wouldn’t want your avatar to be running around naked,” he said.

This has us thinking here at Talkdesk about the contact center of the future. Will avatar customer service representatives lend a helping hand to customers in virtual stores?

Speaking of the future of customer service, that’s the topic of our Post-NRF webinar featuring CX leaders from Tuft & Needle and Vivino.