PSFK’s professional-grade research platform, featuring access to our full-report library and on-demand research services.

Take me to PSFK iQ

Help, I have question!

  • + What is my level of access?
  • + Not sure what product is right me
  • + I am having access issues
Chat with a representative

Want to send us an email?

Email us at

Enhancing Customer Experience Via Seamless Support

This PSFK guide is a personalized customer service report on leveraging tech & human service to deliver greater trust & tailored care.

Executive Summary

An evolving set of consumer needs, initially driven by safety concerns, has given rise to hybrid, tech-enhanced solutions that not only prioritized consumer convenience, but also introduced a heightened level of personalized and 1:1 care into every stage of the shopper journey. Now, these solutions and services–from real-time access to support, to contactless mobile interactions–have become permanent touchpoints through which to provide consumers additional value.

Report Overview

In this personalized customer service report, the PSFK iQ team explores the innovative tech solutions being adopted across retail sectors with the intent of providing greater control and safety, and now convenience and value. Within the overarching trends and supporting case studies presented, discover how service providers are leveraging consumers information to provide the right level of connection and information, within the right context at each stage of the shopper journey, both remotely and IRL.

Who Prepared This Report?

This personalized customer service report was developed by the same PSFK research department that since 2004 has provided trends-led innovation consulting advice to Apple, BMW, Facebook/Meta, Google, Microsoft, Samsung and Volkswagen.