The expectations of experience: Getting cross channel experiences right
Mobile friendly, real-time, personalised, easy to use and consistent cross channel experiences are now the expectation of your customer. Find out why in this post.
Mobile friendly, real-time, personalised, easy to use and consistent cross channel experiences are now the expectation of your customer. Find out why in this post.
There are over 100 individual channels that your customer will be using to engage with your business. By mapping these channels to different stages in the customer journey you can better understand where investment is needed in your business’ customer …
Mapping the Customer Journey across All Channels Read more »
Last week I released a blog post and spoke at the Planning Forum’s annual conference. In both settings I challenged the audience to break down silos to improve the customer experience. A tough challenge.
Social, mobile and local – Omnichannel experiences for retail Creating unified retail experiences across digital, physical, mobile and social is the new challenge. In this post on the Capgemini Customer Experience blog I discuss the need for retail innovation.
Explaining the What, Where, When, Who and Why of Omnichannel Ecommerce. M-commerce. F-commerce. Social-commerce. Every letter imaginable has been dropped in front of commerce to define a new digital channel that customers can interact and transact with. Demonstrating the way …