I recently presented at the Omnichannel Summit hosted by The Retail Bulletin, a though leader event with forward-thinking retailers and industry specialists. During the event, we debated and deliberated the term ‘Omnichannel’. Omnichannel enables retailers to seamlessly engage with their customers across all channels. It can significantly improve the customer experience by ensuring that as customers move from channel to channel, their context and history moves with them.
Consumers today expect this type of seamless experience from the companies they interact with most frequently. The promise of omnichannel back to the retail has always been a better customer experience, barrier-free or frictionless shopping and enhanced brand differentiation. But really, it’s just the customer journey right?
Click here to download the full Future of Retail supplement which includes my Top Tips for delivering great customer experience in the new age.