You could consider the initial objective of introducing AI into CX accomplished as it dominates conversations and business strategies.
However, a new trend and demand are emerging - a movement from generic platforms to tailored vertical solutions.
It is also safe to say that retail is spearheading this charge, with unique pain points, evolving customer expectations, and the need for specialist CX tools heightened.
While it is a growing trend, this shift towards verticalized solution approaches has murmured away across the CX realm for some time.
SequenceShift Takes Vertical Solutions Approach
Take AWS, for example. It adopts a vertical solutions approach by leveraging deep, purpose-built services to address unique challenges and opportunities within healthcare, automotive, financial services, retail, and more sectors.
Part of this change is centred around SequenceShift, which has recognized this change and has been an early adopter.
It is positioning itself as a future-facing partner for the retail sector through agent-assisted and self-service phone payments, which have achieved AWS Retail Competency certification.
On this, Dimitri Muntean, Managing Director at SequenceShift, explained, “Everything is becoming more specialized. And it makes sense - different customer groups, whether by industry or size, like startups, SMBs, or enterprises, all have unique needs.”
Trying to build a one-size-fits-all solution often results in something that doesn’t fully meet anyone’s needs. When you design for specific requirements, the solution fits better.”
This approach helps meet this unique requirement and can solve problems the customer has yet to encounter.
The SequenceShift Strategic Move: The Retail Competency
SequenceShift has been widely recognized for these efforts, most recently when awarded as an AWS partner for retail software competency - which is no mean feat.
Muntean added, “Achieving this competency allows us to show that AWS trusts us and our solution to deliver for retail clients. It is a way of proving that we work well in that space. That was the main driver [to obtain the award].”
This award, which recognizes competency across verticals, enables SequenceShift to be a differentiator in this field.
It is not just a shiny badge for SequenceShift, it has real world tangible benefits for customers.
Trust, a key chain in the armour of good CX, is at the heart of SequenceShift’s philosophy.
For Muntean, it comes down to credibility. He told CX Today, “AWS has effectively given us a stamp of approval that says, ‘These guys know what they’re doing in retail.’
“So, for companies in that space, it's a signal that we’ve been vetted and our solution meets key requirements.”
Outside of trust, customers can take advantage of enhanced integrations, sector-specific configurations such as retail, and domain expertise.
These factors all umbrella into a faster time to value for retail clients.
