Serco partners with Retail Week in new report on the battle to win consumers


Media Release Serco partners with Retail Week in new report on the battle to win consumers 21 October 2014

Serco, the international service company, has partnered with Retail Week to produce a major new report which examines ways in which retailers can win consumers in today's retail battleground. This comprehensive report looks at a wide range of issues, drawing on in-depth interviews that have been conducted with a wide range of customer experience leaders, together with an evaluation of retailers' in store, online and multichannel performance via a series of mystery shops.
The report not only shows how retailers are continuing to push each other to achieve competitive advantage but also demonstrates how pace setters are adding further impetus to the constant rise in customer expectations. The bar is being raised all the time with new technology and ideas with some retailers noting a
400% increase in the use of Twitter for service year on year. And yet it is in the area of service that companies are letting themselves down, scoring only 76%. Technology remains a key part of the battleground and yet there would seem to be a lack of 'game-changing' technology to enhance the customer experience. Although many are on the right path, the report's participants indicate that no one is there yet.
"An in-depth focus on Customer Experience is very timely," says Sadiq Mohammed. "The pressure on retailers to provide a seamless, responsive and personalised service that will protect, nurture and develop the experience of customers is immense. So too are the commercial opportunities that exist for those retailers who get it right across increasingly diverse channels. The report's findings are certainly thought-provoking and show that as lessons continue to be learned, new technologies are embraced and customer expectations continue to rise, so new customer experience benchmarks are being created."
The report's findings will feature in a special conference organised by Retail Week where Sadiq Mohammed, Serco's Business Development Director, will be a guest speaker and panellist alongside leading representatives of the Retail industry. The Customer Experience Conference is being held today at 30 Euston Square in London and will provide retailers with examples of best practice, new cutting edge techniques and ideas to help them rise to the challenges of building a coherent customer experience strategy.
As Business Development Director, Sadiq has played a central role in the continuing growth of Serco's retail business unit where clients now include Shop Direct, JD Williams, Freemans Grattan Holdings, and Ideal
Shopping.

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Media Release


The Retail Week Customer Experience Report, in association with Serco is the latest report from the leading publication serving the UK's retail industry. Copies of the report are available at from www.retail-
week.com/customerexperiencereport.

Ends For more information, please contact:

Diana Robertson, Head of External Comms, Serco Global Services UKE&A Tel: 07718 165955 and Email: Diana.robertson@serco.com

About Serco

Serco is an international service company, which combines commercial know-how with a deep public service ethos. Around the world, we improve essential services by managing people, processes, technology and assets more effectively. We advise policy makers, design innovative solutions, integrate systems and - most of all - deliver to the public.
Serco's BPO business offers transformational customer management solutions to meet the requirements of today's multi-channel service environments. Over 60,000 employees are engaged with its customers' customers, holding over 90 million interactions in 40 languages every year around the globe. Serco's international delivery platform is based in 13 countries and 100 locations across the world and enables it to offer total flexibility in location, delivery and technology.
As a dynamic global service organisation, our people have the expertise and intimate knowledge of our customers' markets as well as best practice processes and technologies to exceed expectations. We have the vision, agility and determination to deliver cutting-edge business process solutions and set ever-higher standards in the markets we serve.
More information can be found at www.sercoglobal.co.uk
Follow us on Twitter: @sercoglobal, or search #sgsinsight

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