Ashu Roy, eGain: Why omnichannel is boiling frog syndrome for brands

by
3rd Jul 2013

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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