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Why omnichannel is a word customers shouldn’t know about

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26th May 2014
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MyCustomer caught up with Steven Thurlow from KANA at the recent Gartner Customer Strategies & Technologies Summit in London. Here, he tells MyC about the opportunities and obstacles presented by omnichannel, and why it is so important to customer engagement. 

Questions:

00.08 - How has the modern channel-agnostic consumer challenged the way that organisations have to approach service?

01.15 - What does an omnichannel experience look like to a consumer?

02.55 - How successfully are the majority of brands delivering on the promise of omnichannel in your opinion?

04.59 - Are data siloes the biggest obstacle to delivering omnichannel service?

06.54 - Customer engagement is high on the executive agenda. How does omnichannel dovetail with that?

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