Ryan Miller

How Do You Organize To Deliver A True Omni-Channel Experience? If you look at entire customer journey, what do you need to do to provide a genuine omni-channel journey? How are you organizing to win? In what way are customers interacting with you to help you do that? Where is the line between privacy and creating a useful, personalized experience to the customer? With an
incredible line-up of panelists, this session will investigate:

• When transforming your business to become truly omnichannel, how do you decide where to start?
• Discovering how to set up a multi-channel organization:
• Merging lines and customer cost through channels
• How do we create common objectives and organization goals?
• Customers doesn’t think in terms of channels- how do we make our organizational structure mirror this?
• How do you keep your customer at the heart of your change program, especially when their needs and expectations are changing even as your development is underway?
• As the type of devices used to access content increase year on year, how do you ensure that the customer's experience of your brand is consistently excellent?
• How are these organisations measuring across channels?
• How they are combining data?