MyCustomer.com recently caught up with eGain's CEO Ashu Roy to discuss how organisations are coping with technological disruptions in an omnichannel environment.
Questions:
00.13: How has the emergence of the omnichannel shopper impacted the way businesses should think about the customer journey?
01.47: What are the biggest challenges that businesses face when adopting this strategy?
04.14: How do businesses get a series of point solutions to tie together in a coherent channel strategy?
05.49: From a cultural point of view, what do brands need to take into consideration?
07.16: Do you think experience will become more important than the product?
08.03: So what advice can you provide us for designing and delivering connected customer journeys across multiple channels?
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