Good, Bad, Ugly: Pivot to Customer Optimizes the Omnichannel CX

On average, omnichannel consumers spend 2x what the traditional single-channel customer spends, annually. Omnichannel retail is table stakes but prioritizing the 64 (and growing) journeys a retailer can offer requires a pivot to the customer, shifting the business model to put the customer at the center of every business decision and process.

In this session attendees will learn:

·         How to assess the maturity of their current omnichannel operation;

·         Ways to improve operational efficiencies; and

·         Steps to driving net new revenue at the Point of Service based on real-world examples.

Attendees will walk away with insights on the positive revenue impact of a well-delivered and clearly understood omnichannel journey versus poorly executed journeys and their negative impact on customer satisfaction. The session also will reveal the long-term negative impact of creating non-sustainable integrations and business practices.

Presented by Antony Wildey, Vice President, Omnichannel Sales Consulting. Oracle Retail