The Future Of Customer Experience: Engaging The Channel-less Customer
In recent years there has been a tsunami of content bombarding us about the need to move from ‘Multi-channel’ to ‘Omnichannel’ strategies.
In fact, conventional wisdom has us thinking about our interactions with customers regarding the channels they use. The critical problem here is that our customers don’t view our brands through a ‘multi-channel or omni-channel’ lens.
This talk will explore the rise of the ‘Channel-less Customer’ and examine what challenges, and opportunities, lay ahead for us all.