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.
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?
of customers use digital channels at some point in their shopping journey
of customers cross back and forth between digital & physical interactions with companies
Legacy and siloed organisational structures are making it difficult for companies to get ahead of customers’ omnichannel expectations.Find Out Why
Organisations that deliver omnichannel effectively and at pace exhibit three core characteristics.
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.