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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