The past months, shaped by the Covid-19 pandemic, have seen a surge in the use of digital channels by consumers, pushing Italian companies to speed up their digital transformation to support customer relationship processes. Now, companies just need to stay the course with the right level of determination. Unfortunately, there are still too few companies with a mature approach to Omnichannel Customer Experience, able to generate significant impacts on company performance.
The future is now. Further “false” starts or attempts are not allowed, for anyone who wants to remain in the race
• What impact has the healthcare emergency had on Omnichannel Customer Experience Management strategies in Italian companies? • How do marketing, sales and customer care departments need to evolve to offer customers a truly omnichannel experience? • How are Italian companies currently progressing on these aspects? What are the most innovative examples? • What are the main approaches that companies use to manage, integrate, and leverage their information assets for “omnichannel” purposes? • Which organization models can be adopted to tackle company silo issues, and to introduce a customer-centric approach? • How can companies resolve the dichotomy between the stagnation of legacy systems and the dynamism of company touchpoints? How should they develop their technology architecture to support an omnichannel approach, and what technologies are available? • What are the benefits of an omnichannel approach for the consumer and for companies? Which KPIs can companies use to measure the benefits of Omnichannel Customer Experience?
The impact of Covid-19 on the Omnichannel strategies of italian companies
The evolution of the Omnichannel Customer Experience pillars
The impact of an Omnichannel approach on key customer management process