Trends Report

Person-To-Person Customer Experience Breaks Free From The Store

Increasingly Hybrid Customer Experiences Will Span Self-Service, Automated, And P2P Interactions

June 28th, 2021
Michelle Beeson, null
Michelle Beeson
With contributors:
Martin Gill , Joana de Quintanilha , Sucharita Kodali , Fiona Swerdlow , Julie Ask , Melissa Chaudet , Rachel Birrell


Retailers and brands are using multiple resources — including store associates, dedicated internal teams, partners, and freelance industry experts — to launch (more) digitally enabled person-to-person (P2P) customer interactions. As customer interactions become increasingly hybrid experiences, organizations will use resources more flexibly to serve customer needs across three interaction modes: self-service, automated, and P2P. This report shows digital leaders at brands and retailers how to unlock the potential of P2P commerce.

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