Ahead of her participation in the Omnichannel Exec Forum 2019, we caught up with Marion Humeau, Global Head of Customer Experience and Digital Innovations, Groupe Renault to discuss overcoming internal cultural and process challenges in order to unify all customer touchpoints into one seamless journey.
As consumer behaviour continues to change and evolve, so too must the nature of marketing. Customers are switching between platforms, from a mobile site to an app, desktop to a tablet, and they expect a consistent experience across all platforms: i.e. consistent information, photos and videos across each channel. The traditional method of multichannel marketing may use several of these channels, while omnichannel marketing uses whatever channels are appropriate to create a personalised customer experience.
This infographic will describe the five steps a business should undertake when implementing an omnichannel marketing strategy:
Businesses are now looking to compete beyond price and product, and omnichannel customer experience is the new battleground. Ahead of the Omnichannel Exec Forum, we have surveyed a number of individuals who have implemented or are looking to implement omnichannel strategies.
This infographic will explore impact that omnichannel is currently having on customer sales and retention, the challenges that are preventing organisations from implementing omnichannel strategies and how omnichannel will impact the bottom line.
If you would like more information please view the full event guide for Omnichannel Exec Forum 2019.
Ahead of their participation in the Omnichannel Exec Forum, we spoke with Danny Hearn, Head of User Experience - Europe, Clarks and Alberto Viotto, Senior Director, Digital Marketing and Ecommerce, Thomson Reuters to compare their insights on the key challenges of unifying customer touchpoints, overcoming internal cultural and process challenges and the key priorities for omnichannel strategies.
This year at the Omnichannel Exec Forum we will be encouraging shared knowledge, collaboration and innovation. Move away from “how to” sessions on CRM and AI and focus more on the bigger picture, Customer Loyalty, Profitability, Customer Rentention and Organisational Structure. Read more here.
New technologies, tools, platforms and channels to engage and share with customers are quickly becoming the backbone of a seamless end-to-end customer experience, with this is mind, we wanted to build a greater understanding of what the key attributes of the technology toolkit of 2020 will be in regard to customer experience.
With insights from Julien Rio, Head of Marketing, Dimelo, we have looked into how new technologies are shaping the design of a truly conversational experience that will transform customer experience by 2020.