Omni Channel retailing
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Omni Channel retailing
For all retailers that want to leverage distribution, communication and services across channels.
Curated by Davy Dauvergne
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Rescooped by Davy Dauvergne from New Customer - Passenger Experience
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#CMO Role in Delivering #Omnichannel #Customer #Experiences

#CMO Role in Delivering #Omnichannel #Customer #Experiences | Omni Channel retailing | Scoop.it
Omnichannel is all about shifting from channel-centric to customer-centric – much more customer-centric than you are today. Knowing who your customers are and having a view of products and inventory across channels are the basic requirements to delivering exceptional customer experiences across channels and touch points.

This is not a project. A business transformation is required to empower people to deliver omnichannel customer experiences. The executive team needs to drive it and align compensation and incentives around it. A collaborative cross-functional approach is needed to achieve it.

Omnichannel depends on customer-facing teams such as marketing, sales and call centers to have access to a total customer relationship view based on clean, consistent and connected customer, product and inventory information. This is the basic foundation needed to deliver seamless, integrated and consistent customer experiences across channels and touch points and improve their effectiveness.

Via Eric_Determined / Eric Silverstein
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Michelle Batt's curator insight, March 17, 2015 11:40 AM

Totally agree. #CX is NOT a project - it's about transformation. Driving the entire organization to know customers well and collaborating across business units to deliver the experience through desired channels. It won't work if everyone stays in their "own silo." Also love the Hyatt quote at the end!

Darcy Bevelacqua's curator insight, March 17, 2015 12:16 PM

the most important part of the business transformation is educating customer facing employees and enabling them to do a superior job by consolidating the information they need in one place. Your organization needs to know their customer's better than the competition and serve them utilizing that knowledge. 


Guislain d'Hauteville's curator insight, March 18, 2015 10:55 AM

According to a recent report, Gartner’s Executive Summary for Leadership Accountability and Credibility within the C-Suite, a high percentage of CEOs expect CMOs to lead the integrated cross-functional customer experience....

Rescooped by Davy Dauvergne from Mobile & Magasins
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Infographie : les données clés du mobile en France

Présentation des chiffres clés du mobile en France : marché, profil, usages et comportements Infographie par MyFanGroup...

Via Thierry Pires, Fabienne PUEL
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