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Omni-Channel Integration in the Customer Experience: The Journey Continues

Presented by: Nan Russell, Head, Global Centre of Excellence

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We Capture Moments. To Drive Business Improvement. In Real Time.

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Capture and report customer experiences so business can act in the moment: live, mobile tools

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Using Multi-Market, Multilingual Programmes

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To Keep the Customer at the Heart of the Experience

• In-store• Online• Click & Collect• Delivery

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Providing a Single Customer View Across Each Brand Touch Point

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New Omni-Experience Customer Expectations Have Emerged

Know Me

Show Me

That You Know

Me

Enable Me

Value Me

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It’s a Me thing.

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How Beacons Work

Near

ID = 7ID = 7

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Web Application

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The one rule for me is that technologies will succeed if they make the customer experience better.

Whilst technology moves at pace, human demands and desires do not change. The retailers that will succeed are those that harness technology to make shopping easier, more convenient and ultimately more inspirational for the customer.

Laura Wade Gery, Marks & Spencer

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Retail

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Infinite Aisle

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Quick Checkout

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Proximity-Based Marketing

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Omni-Expectations and Existing CRM tools

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Create the Opportunity to Deliver on Omni-Expectations:

Relevant Recognition In the Moment Socially Connected Appreciation of Me

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‘In a world of connected devices the coupon will count – but stories will be magical.’ beekn.net

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Create BetterExperiences

Tell better stories

Thank You