Enhancing the Offline and Online Personalized CX through Successful Omnichannel Integration

30th - 31st August 2022 | Free CX Network Online Event

To compete with increasing digitization, companies will need to be everywhere the customer is. As a result, omnichannel will become the dominant strategy for brands and by 2025, 31% of online commerce will be fulfilled by omnichannel in the U.S., up from 22% in 2020, according to Colliers.

Forced into rethinking their strategies quickly, brands are blending their online and offline presences leveraging an established approach — omnichannel. Adopting an omnichannel strategy requires creating a coordinated, seamless shopping experience across multiple channels, re-envisioning the role of physical stores in the process.

Key areas to be discussed in 2022 include: 

• What is Omnichannel - How do we define it?
• What strategies can be utilized to support seamless interactions as consumers transition between platforms?
• Enhancing consumer personalization and what human and digital touch points are taken into consideration for a seamless CX
• Creating a customer 360 approach and single viewpoint of the customer
• Leveraging customer data, behavioural insights and analytics to perform detailed customer journey mapping