Good, Bad, Ugly: Pivot To Customer Optimizes The Omnichannel CX

On-Demand

Summary

On average, omnichannel consumers spend 2x what the traditional single channel customer spends, annually. Omnichannel retail is table stakes but prioritizing the 64 (and growing) journeys a retailer can offer requires a pivot to customer, shifting the business model to put customer at the center of every business decision and process.

In this session attendees will learn:

  • How to assess the maturity of their current omnichannel operation;
  • Ways to improve operational efficiencies; and
  • Steps to driving net new revenue at the Point of Service based on real-world examples.

Attendees will walk away with insights on the positive revenue impact of a well-delivered and clearly understood omnichannel journey versus poorly executed journeys and their negative impact on customer satisfaction. The session also will reveal the long-term negative impact of creating non-sustainable integrations and business practices.

Speakers

rsp19_0819_oracle_antony_wildey

Antony Wildey

Oracle Retail

rsp19_0819_redpointglobal_debbie_hauss

Debbie Hauss

Retail TouchPoints

Registration

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