image credit: Pixabay

2020: The Year of Omnichannel

February 10, 2020

Via: CIO

For the last 10 to 15 years, most organizations have viewed each marketing channel as completely distinct from any others. There was often an explicit segmentation between offline and online, and separate silos for face-to-face contact, telephone communication, and other channels. For these brands, it was frustrating that their ability to understand the customer experience was scattershot and inconsistent. Customer data couldn’t be correlated, and therefore it was impossible to develop a cohesive view of the customer.

Read More on CIO