Inside Accent Group’s new customer experience centre

Many CX departments have been working in overdrive since Covid. Image: Supplied
Like many retail businesses, Australian footwear giant Accent Group saw a big uptick in customer service enquiries during last year’s Covid-19 lockdown.  With stores shut, customers flooded the company’s support team with questions about product fit, delivery delays and return policies. Meanwhile, the launch of a virtual sales channel – where customers can video chat with a sales assistant before making a purchase – created new pain points, even if it did drive revenue.  “We

This content is for IR Pro subscribers only.

Subscribe now to unlock an all-access pass.

IR Pro - monthly

$4 USD for the first 30 days. (Auto renews at $20 USD per month.)
  • Unlimited news access
  • Exclusive members only masterclasses (live and on-demand)
  • Weekly careers advice
  • Weekly and quarterly digital magazines delivered to your inbox
Subscribe now
MOST POPULAR

IR Pro - annual

$228 USD per year. (Auto renews annually)
  • Unlimited news access
  • Exclusive members only masterclasses (live and on-demand)
  • Weekly careers advice
  • Weekly and quarterly digital magazines delivered to your inbox
Subscribe now