Revamp Your Shopping Centre with Next-Gen Digital Customer Service Solutions

Corry van den Brink
Founder & CEO

Next-gen digital customer service solutions have revolutionized the retail industry, particularly in shopping centers. Traditional in-person interactions have evolved into a "phygital" experience, seamlessly blending physical and digital realms. Modern shoppers like Maria seek mobile point-of-service, hyper-personalization, real-time inventory views, and sustainable options. These solutions are essential for fostering customer loyalty and meeting evolving expectations. Implementing them requires staff training and continuous improvement, guided by customer feedback. As the retail landscape transforms, embracing these technologies is crucial for success.

Hello, friends in the retail industry! Today, we’re diving into a topic that has fundamentally changed the retail space as we know it – the next-gen digital customer service solutions. These innovative solutions are shaping customer experiences in profound ways, especially in our favourite physical spaces – shopping centres. Let’s get started!

The Evolution of Customer Experience in Retail

Traditionally, shopping centres have been social hubs, where customer service was as straightforward as a friendly smile or a helpful guiding hand. Over time, this person-to-person interaction has been enriched and complicated by digital innovation. The COVID-19 pandemic dramatically accelerated this transformation, bringing next-gen digital customer service solutions to the forefront.

Understanding Today's Customer Expectations

Let's imagine Maria, a modern shopper. She's tech-savvy, values her time, and expects a personalized shopping experience wherever she goes. It's not enough for her to just find what she's looking for. She wants a memorable, immersive journey that blends digital convenience with traditional shopping [1]. She's not alone – there are millions of Marias out there, dictating the rhythm of the retail dance.

The Rise of "Phygital" Customer Experience

The meeting of physical and digital worlds has created what's known as the "phygital" customer experience. Here, Maria can search for a product online, try it on in-store, and have it delivered to her home, all while receiving personalized assistance at each step. Platforms like Arii can subtly facilitate this integration, ensuring a smooth journey.

Key Trends in Next-Gen Digital Customer Service Solutions

These next-gen digital customer service solutions, designed to keep up with Maria and her cohorts, include:

  1. Mobile Point of Service: This is all about enabling transactions on-the-go. As Maria is roaming through a shopping centre, she can check products, availability, make payments, or even arrange for a pickup [2].
  2. Hyper Personalization: Today, Maria wants the shopping centre to know her style, her preferences, and anticipate her needs. She appreciates the curated suggestions, the customized interactions, and the feeling of being valued.
  3. Real-Time Inventory View: There's nothing more disappointing for Maria than finding out her chosen item is out of stock after she's made the trip. Real-time inventory systems help avoid this debacle, creating happier customers.
  4. Simplified Communication: Guest Services teams, with the help of intuitive applications, can handle tasks efficiently, ensuring a streamlined experience for Maria from the moment she walks in the door.

Sustainable Shopping and Digital Customer Experience

It's not just about the shopping experience anymore. Maria cares about the planet too. She wants to know that her choices are environmentally friendly [3]. Digital customer service solutions can help communicate sustainability efforts to conscientious shoppers.

The Future of Digital Customer Experience in Shopping Centres

Next-gen digital customer service solutions are not just a fad; they're the future. They are instrumental in driving customer loyalty and providing the seamless, omnichannel experiences that modern shoppers like Maria expect.

Implementing Next-Gen Solutions in Your Shopping Centre

When implementing these next-gen solutions in your shopping centre, it's crucial to provide training to your staff and adopt an attitude of continuous improvement. Remember, customer feedback is invaluable. Maria's voice should guide your evolution.


There's no denying it, the future of retail lies in embracing next-gen digital customer service solutions. As we continue to dance with change, these technologies will be our lead.


  1. Retailers Need Immersive CX To Meet Customer Expectations In 2023. Available at:
  2. Retail Customer Experience Trends 2023 & Strategy (GUIDE). Available at:
  3. Retail Trends in 2023:What We Learned at the GDS Group Retail Summit - GDS Group. Available at:
May 1, 2024