Customer service and generation Z: My Jewellery's data driven approach

My Jewellery is fashion retailer that sells jewellery and clothing for young females. My Jewellery started as pure e-commerce company but has grown in the recent years to a much bigger company with an omnichannel approach (30 physical stores). With the fast growth, stores opening and closing because of the pandemic, a lot of new internal systems being implemented and almost exclusively Generation Z customers the customer service department faced some challenges the previous years. In this talk we will tell you about our goals and our challenges reaching these goals. We will focus on how we use data and use the implementation of a chatbot as example of how the departments customer service and Tech work together.