Omnichannel CX Is The Stuff Viral Trends Are Made Of

Do you remember when we used to fantasize about robots picking our clothes and virtually trying on hairstyles? Or when we wished that at the push of a button clothing from the mall came straight to our doors? Or that we could call up our favorite magazine model on the phone and ask where they got that shirt from? 

Well, it’s amazing to think about the fact that we’re already there in 2023, and even more wild to imagine what the future of retail and commerce will look like in 2030. When it comes to future-proofing ecommerce CX, Chris Gerbig co-founder of the viral online women’s clothing brand Pink Lily, already has his sights set on the customer service strategies of the future.

In just the last few years Gerbig’s company has been working overtime to deliver exceptional experiences worthy of virility–Pink Lily has become one of the top online clothing retailers in the country with his team of 300 generating over $150 million in annual revenue and shipping over 10,000 products daily to over 50 countries around the world. 

From TikTok to Instagram, Pink Lily’s social media marketing strategy and omnichannel accessibility via emails, chat, and social media has made it one of the most accessible brands on the web right now. And while brand recognition is among the goals and dreams of any organization, Gerbig’s particular focus on global expansion while overseeing IT systems, performance measurements, and brand demand planning is one that speaks to the diverse aspects of omnichannel’s present–and its future.

In CCW Digital’s October Seminar Series, Contact Centers of 2030, he’ll be sharing his personal experiences and insights on how organizations can leverage digital to improve the consumer experience and modernize their contact centers. During this session, Gerbig will highlight his company's customer service approach and provide case studies on how Pink Lily has successfully transformed its CX strategies from phone lines to online inquiries while growing a dedicated customer base. 

To register for Surprise And Delight: How Digital Technology And Omnichannel Support Is Reshaping Retail CX, and to see the rest of the agenda and speakers for the next Seminar Speakers head here. 

Photo by rupixen.com on Unsplash.