Businesses face unprecedented levels of global economic, technological and consumer behaviour change. Consumers expect more from businesses than ever before, demanding excellent experiences which involve minimal time and effort, always meet expectations, demonstrate integrity and authenticity, reach resolution, are empathetic and personalised.
To drive profitable growth CEOs need to keep pace and create a customer centric businesses that thrives in the digital age. Many companies are simply “checking the box” when it comes to O2O & omni capabilities, deploying a series of multichannel tactics disguised as strategy. For mature organizations, Omni is much more than channel harmonization and integration effort – they’re investing in an Omni Business, an architecture of eight fundamental capabilities that aligns people, operations, systems, and processes around the customer to capture business value.