Like it or loathe it, 'omnichannel' can't be ignored...
Top features
Voice of the Customer: How to build a centralised VoC team
Karine Del Moro discusses having a centralised team to manage customer feedback, and what roles and duties such a team would require.229
Does Jerry Maguire hold the key to customer-centricity?
Jerry Maguire would have no idea how relevant one of his concepts would be to the future of recurring revenue.251
What are the technology secrets of successful omnichannel service?
Leading experts share their advice on how to build and integrate an IT foundation to support omnichannel.423
Editor's note
Editor's choice
- Using social media to map the consumer journey to the customer experience
- First Direct: Six experience lessons from the bank that bucks the trend
- Omnichannel: New service buzzword, same service problems
- How to kick-start conversations with your customers
- Primark: Can a High Street store survive without ecommerce?
