The Omnichannel Landscape
Is Changing
Heena Patel, Senior Manager, Communications, Media and Technology, explains how to deliver an intelligent and seamless customer experience by changing your approach to omnichannel.
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.
Customers Are
Now Non-Stop
Today’s ‘always-on’ consumers are likely to undertake a myriad of interactions across more than one channel. How can organisations capitalise on this shift in consumer behaviour?
88%
of customers use digital channels at some point in their shopping journey
48%
of customers cross back and forth between digital & physical interactions with companies
Why Is There So
Much Omnichannel
Talking
- And So Little
Doing?
Legacy and siloed organisational structures are making it difficult for companies to get ahead of customers’ omnichannel expectations.
Find Out Why
Marketing
Sales
Customer Service
KEY OMNICHANNEL
Technology
Enablers
Five pioneering technologies leading the way in agile omnichannel enablement - with decisioning at the core.
Decisioning
Personalisation
Customer Experience Measurement
Omnichannel Guided Selling
IVR Enablement
EMBARKING ON A
TWO-SPEED IT
JOURNEY
Organisations looking to build their omnichannel capabilities should focus on a two-speed IT journey, allowing them to test first and learn to fail fast.
