Five principles to transform the customer experience
For too many businesses, current omnichannel strategies operate more like multichannel 2.0. Website? Check. Mobile app? Check. The focus is on delivering a checklist of individual assets and not on delivering cohesive experiences wherever and whenever customers need them. However, the totality is what’s important—not the digital assets themselves but how they intersect and fit together to create a connected and continually evolving relationship between a customer and a business.
Customers don’t care if you have a website or an app, or both—they care about getting what they need, when they need it, effortlessly. Treating omnichannel like multichannel 2.0 won't help a company to meet these expectations. It's time to realize the true potential of omnichannel.
- How to move seamlessly between digital and physical interactions
- How to develop your platform for omnichannel
- How APIs and API Management help you capitalize on omnichannel
- How companies like Walgreens, Burberry, and Ticketmaster have mastered the omnichannel experience
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