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Omnichannel Customer Experience: the road to maturity


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To face the significant changes happening in consumer purchasing processes that increasingly occur through multiple channels (physical and digital) and at any moment and place, Italian companies are compelled to develop Omnichannel Customer Experience strategies. This requires rethinking and integrating touchpoints and designing data-driven marketing, communication, and sales initiatives. This, in fact, is the only way of ensuring a holistic customer experience, consistent on all points of contact and without interruptions/redundancies in the passage from one touchpoint to another. The infographic shows the “pillars” on which a mature customer relationship strategy must be founded.

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