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Insights to
Conquer the
Omni-Channel
Imperative

Animated coffee
Keep Me Index
Accenture

The pace of change will never be as slow as it is today - and the impact of change on customers and their expectations cannot be underestimated.

Your customers are saying
“KEEP ME!”

Are you creating lasting and meaningful experiences that make them want to stay?

EXPLORE THE RESULTS OF ACCENTURE'S KEEP ME INDEX

WHICH UNCOVERS RELEVANT, ACTIONABLE CUSTOMER INSIGHTS AND INDUSTRY TRENDS RELATED TO BRAND LOYALTY AND THE OMNI-CHANNEL EXPERIENCE

Explore Omni-Channel

Delivering omnichannel now
How to "activate the doing"
by leveraging three core characteristics
#1
secure the numbers and
establish senior sponsorship
#2
focus on
bitsize chunks
#3
use an
ecosystem of partners
From thinking
to doing

Luke Mills, Managing Director, Marketing Channels UKI Lead, explores the challenges our clients face when it comes to omnichannel and how “activating the doing” can help to overcome them.

We help businesses deliver on their cost, revenue, and loyalty commitments by creating continuous experiences across brands, formats and devices, enabled by human, digital and physical channels.

NON-STOP CUSTOMER EXPERIENCE JOURNEY

Today, customers expect a consistent experience when it comes to all phases of the customer journey from before they start a purchase through support after the sale.

Nonstop-Customer Experience Journey Graphic
TENETS OF A SUCCESSFUL, SEAMLESS AND CONSISTENT OMNI-CHANNEL CUSTOMER EXPERIENCE

The customer experience has evolved. Companies must shift to providing an Omni-Channel Customer Experience to engage with customers in meaningful ways.

Tenets of a Successful, Seamless, and Consistent Omni-Channel Customer Experience Graphic Presence Personalization Process People Product Persistence Purpose Analytics-Informed Technology Enabled
TO ACHIEVE A TRUE OMNI-CHANNEL EXPERIENCE, WE HELP COMPANIES:
RE-ORIENT THEIR BUSINESS
Re-Orient Their Business Icon
FLEX THEIR PLATFORM
Flex Their Platform Icon
DELIGHT PEOPLE
Delight People Icon

ACCENTURE
OMNI-CHANNEL
PLATFORM

Enable seamless customer engagement
to create a personalized and contextual
platform for the new liquid customer.

Accenture omnichannel platform

SEEMLESS EXPERIENCE
ACROSS CHANNELS

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Seemless experience across channels

PERSONALIZATION AT SCALE

Analytics Powered

Personalized customer experience, marketing,
campaign and Next Best Action.


Intelligent

Data-driven architecture using computing to
provide actionable information and
automation.

8 REASONS TO
CHOOSE ACCENTURE’S OMNI-CHANNEL
PLATFORM

ACCENTURE
OMNI-CHANNEL
ANALYTICS

End-to-end, data driven, intelligent solutions

Accenture omni-channel analytics

WHAT WE THINK

Dawn Anderson is a Managing Director in Accenture’s Communications, Media and Technology operating group which serves clients in the communications, electronics, technology, media and entertainment industries. She currently leads Management Consulting for CMT North America and serves as the Global Lead for our Customers & Channels practice. In these roles she is responsible for setting the overall vision for the consulting business.

Dawn has 20+ years of deep experience in customer-centric business transformation, driving sustainable cost, revenue and loyalty results by optimizing Marketing, Sales and Customer Service operations. Paramount to client success in these areas is a well-defined thought leadership agenda. Dawn has been the architect behind many of Accenture’s offerings and thought leadership pieces, most recently establishing the vision and foundation for Omni-Channel and the impact it will have on Accenture’s clients. During her career at Accenture, Dawn has served in a number of leadership roles across a variety of industries within Accenture’s Strategy and Consulting businesses.

Diego is currently the Customers and Channels Practice Lead and B2C Digital Transformation Campaign Lead for CMT APAC. Diego is also part of MC practice in ASEAN, where he leads the main MC project for Unified Marketing in a Telco Client in Malaysia. Previous assignments include CMT practice lead for Colombia, Mobile Industry Global Practice Manager, and a number of Consulting Projects in Europe. Diego has an NBA & Degree in Mechanical Engineering.

Ed Engles is a leader in Accenture’s Management Consulting Practice helping clients in the Communications, Media, and Technology industries. Ed leads Accenture’s Omni-Channel practice for North America. His areas of focus are Marketing, Sales and Customer Service. Ed has spent the past 14 years working on large complex programs, specifically assisting wireline and wireless providers in North America. Ed's experience with Omni-channel customer care at a leading wireless provider was responsible for identifying significant efficiency and customer experience optimization opportunities across Web, IVR, Handset and Retail customer care.