The appropriate channels use can assist customers in the most suitable way environments, which are good for me, but also for the planet. Customers want their purchase decisions to have a positive impact on their local surroundings, whether environmentally, economically, or socially. Now more than ever, customers are looking for quality and durability, which are closely linked to increasingly responsible shopping trends. I also think that “do it yourself” has been strengthened from a perspective of enjoyment and personal fulfillment. In all types of profiles, we are seeing more interest in skills related to home improvement and maintenance. And, of course, we are seeing the digital channel take on a greater role in the CX: from inspiration and discovery, to the purchase and enjoying everything I need to turn my house into my home. What are the keys to offering an omnichannel experience in this scenario? It must be a strategy shared and understood by all: customer-focused to be useful to them. That’s why it’s essential to have an active listening culture for our customers, empathy and understanding their specific situations, needs, or problems. This helps build and design the shopping experience, using the best channels that can assist them in the most suitable way. New Sales and Advice Channels To continue to be there for customers when they want, how they want, and where they want, Leroy Merlin launched new channels that are here to stay, given the value they offer to the customer. Shopping by phone: using expert teams, this enables customers to ask questions and easily make a purchase by phone. WhatsApp and reinforcements for advice over web chat. Video calls for home remodeling solutions, with the friendly professional advice that identifies the brand.