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Research

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3001196

Omnichannel Customer Experience: the difference between words and deeds

REPORT Omnichannel Customer Experience

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To ensure an omnichannel experience to consumers it is necessary to adopt a data strategy throughout the entire customer relationship process (from communication to sales to post-sales). This requires a very specific process to collect, manage, and activate data on the various touchpoints in addition to important technologic and organizational information. In Italy there is much talk going on about omnichannel and top management’s commitment is generally high, but the implementation in most companies is still in the early stages, as shown by the many maturity indicators detected throughout the Research.

What does having an omnichannel strategy in managing the customer relationship mean?
What organizational and process changes are needed to create a single customer view?
What technology assets must be introduced and/or managed to create omnichannel and data-driven marketing strategies?
What are the efficiency and effectiveness benefits resulting from the correct implementation of these technologies?
What is the state of the art of Italian companies on these topics?

Omnichannel consumers
Omnichannel definition and observatory goals
Omnichannel management: frame of reference
The impact of omnichannel strategy on organization
Benefits of omnichannel strategy
Omnichannel enabling technologies
The level of maturity towards omnichannel strategy of italian companies
Financed startups

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Information

Type

Reports

Date

14 Sep 2018

Price

110.00 € + VAT

Observatory

Omnichannel Customer Experience

Page number

35

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Giulia Corsico

+39 342 7576190

giulia.corsico@osservatori.net

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Antonella Zagheni

+39 349 3980655

antonella.zagheni@osservatori.net

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Omnichannel Customer Experience PREMIUM

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Main goals for the implementation of Omnichannel Customer Experience... Main goals for the implementation of Omnichannel Customer Experience...

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Bowling for a strike with Omnichannel Customer Experience: we can topple... Bowling for a strike with Omnichannel Customer Experience: we can topple...

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