The way customers shop, how they consume information online, and how they engage with businesses through their devices, are changing. Companies need to adapt to new customer behavior and reshape their existing business models if they want to succeed in the marketplace.
• Putting the customer first – applying the concept of transitioning from product design thinking to experience design thinking
• Examine how best to steer customers to channels that fit their needs and purposes
• Discuss the importance of high channel engagement with thoughtful, personalised interactions for a successful omni-channel strategy