In a world of perfect omnichannel harmony, messaging across channels should be unified so that what each audience sees is both personalized to them, but also to the channel in which it appears. Meeting consumer expectations is key.

This session will address:

• Understanding how Nespresso are leveraging the benefits of offline and online
• Touching on the importance of brand identity, awareness, brand loyalty to the drive consumer retention and new business
• Discussing the importance of building the online and offline experience in tandem to create a central view of the customer
• Touching on adding a layer of quality to develop the CX in a physical and digital environment. Example – Masterclasses
• Assessing how to consistently adapt consumer experiences to ensure that customers are receiving the absolute best customer experience possible based on expectation
• Explaining the importance and significance of VoC via feedback and how EX and CX are aligned strategically