Q. Saki, at a macro-level, why is Omni Channel Experience an important topic in today’s economy?

Q. In your experience, what’s the main challenges you seeing being faced when it comes to implementing an Omni Channel strategy?

Q. What do you view as the enablers for this marketing transformation and how do you see this landscape changing of the course of the next year?

Q. Thinking about your previous experience and touching on your new experience at Netflix, can you outline your strategy and roadmap to date given?

Q. What KPIs and metrics are you looking to benchmark again and what are you looking to achieve from an Omni Channel CX perspective in the next 2-5 years? 

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For many companies, it’s a delicate balancing act between creating operational efficiency and delivering exceptional customer experiences. The Dufresne Group, a leading home furnishings retailer in Canada, has it figured out for service and sales.

Hear from Norm Alegria, Director of Guest Care at the Dufresne Group, and Gio Bryden, Director of Customer Success at Acquire to learn how they deployed live chat, video, and cobrowsing to cut in-home service calls in half, 10x online engagements in two weeks, and give customers more choices for how to shop.

Attendees will learn:

• How to develop an efficient phygital CX strategy

• What success looks like for phygital CX

• New applications of digital engagement channels

• Ways to connect contact centers and store associates

• How to apply customer data to your CX strategy

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The pandemic has permanently altered the CX landscape and enhanced the importance of Omnichannel as customers look to engage with businesses 24x7 and across the channels of their choice. In this session, Vericall will outline how to optimize your Omnichannel strategy through a focus on:

-     Selecting the right channels for your customer base

-     Ensuring that you have the right blend of channels to support 24/7 service

-     Integrating payments across all channels to avoid having to shift channels mid conversation

-     Avoiding customer drop off and churn by ensuring ease of communication at key touch points

-     Tapping into the fact that customers that use multiple channels return and spend more than those who don’t

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• How do you define a true omni-channel experience?

• How to use digital to enhance the HX

• How is digital being utilised as a supportive channel for self-service 

• Understanding how personalisation can positively empower the UX

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