The Latest on Omnichannel Strategies: Meet The Boss Roundtable
A recent roundtable discussion explored the ever-evolving omnichannel strategies in today's market. Our roundtables are closed-door talks with c-suite executives from the world's leading companies. To give you a brief insight into what executives are currently discussing, we have put together our top 3 insights:
1) Let your customers decide your strategy - more companies are asking their customers to inform them of how they would like to be communicated with. Workshops, surveys and sound boarding sessions to gather CX and UX feedback have now become a staple when it comes to customer contact.
2) Changing internal culture to align employees with customer-focused objectives - executives are managing their internal cultures to ensure that regardless of department, the customer is always put first.
3) Creating an experience for employees close to that of customers - by using channels native to them, employees have been found to complete work more productively. This extends the omnichannel strategy internally as well as externally to enable CX leaders to meet customer-focused objectives.
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