The COVID-19 pandemic accelerated online retail, prompting the rise of "omni-shoppers" and heightening expectations for seamless experiences. Retailers are advised to implement robust digital engagement strategies across five phases: strengthening digital service with self-service solutions like FAQs and chatbots, amplifying support with triage systems and smooth transitions to live agents, empowering employees with real-time data, optimizing strategies with AI insights, and evolving to advanced self-service with automation. Genesys provides solutions to aid businesses in navigating these phases and delivering exceptional digital engagement experiences.

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