Blog: Omnichannel Orchestration

This blog was excerpted from the upcoming Summer/Fall 2019 issue of the Customer Strategist journal. Subscribe today to get the whole story, delivered in September. Many customer...

Speed makes the world go around. Next-day shipping and automated shopping suggestions have hastened the shopping process, but when it comes to customer support, reaching out to traditional contact...

Retail is changing and leaders need to adapt. In the wake of e-commerce rapidly becoming the preferred way to shop, representing 13.7 percent of total retail sales globally, retailers know they...

“Alexa, refill my prescription.” “Alexa, what was my last blood sugar reading?” “Alexa, find me the nearest urgent care center.” Amazon’s Alexa –...

Half a decade ago businesses across industries promised a golden age of omnichannel experiences that offered connected shopping experiences and easy-to-reach customer service on the go or at home....

Chocolate-covered strawberries, bouquets of red roses, and heart-adorned greeting cards are vying for our attention every time we switch on the television, flick through a magazine, or walk past a...

Let’s face it: customers hate using Interactive Voice Response systems (IVRs). They particularly dislike having to enter a seemingly endless series of prompts, wondering if they’ll ever...

Sales outsourcing is a great opportunity to augment your sales team and grow your business. However, organizational decision makers are often reluctant to outsource any of their sales functions....

Customer experience journey mapping concepts and practices inhabit the critical space of experience design. If you are thinking about creating a customer journey map at all, you have probably come...

In February I predicted this was going to be the year that companies would re-commit to customer centricity. AI innovation and the expanding omnichannel environment made everything more connected,...