How should firms adapt to serve the channel agnostic customer?
Forrester's Bill Band explains how organisations are optimising people, processes and IT to support a journey-centric rather than channel-centric strategy.
Neil Davey is the managing editor of MyCustomer. An experienced business journalist and editor, Neil has worked on a variety of newspapers, magazines and websites over the past 15 years, including Internet Works, CXO magazine and Business Management. He joined Sift Media in 2007.