Agility and remaining nimble to change can deliver long-term customer and business value.

This session will address a ‘How to’ approach:

• Harnessing digital to enrich the consumer experience and leveraging digital technologies to ensure a smooth experience
• Assessing how to develop an efficient ‘phy-gital’ CX seamless strategy and ways to connect contact centers and store associates
• Ensuring that you are implementing the right mix of channels to support the customer based on their persona
• Assessing how to leverage omni-channel to stay relevant and retain customers
• Understanding KPIs for omnichannel to identify areas for improvement