There are many operational and organizational competencies needed to deliver an effective multi-channel or omnichannel customer experience. So how can enterprise marketing organizations improve their planning, coordination and execution across channels? To evaluate the current state of an omnichannel program, organizations must rate themselves across three areas: digital customer experience, digital operational excellence, and omnichannel customer engagement.
Ananda Chakravarty serves eBusiness and Channel Strategy Professionals. He focuses on the retail digital shopper, the shopper’s experience across touchpoints, how to optimize and measure across customer experiences, and broader retail digital trends. He works with firms to help them understand the implications of digital technology for the $3.4 trillion US retail market, as well as digital trends, critical success metrics, the convergence of digital and in-store experiences, and retail market dynamics. He works on building pragmatic research to help clients develop solutions to grow their business.
Chris Bolman is the VP of Marketing at Percolate, a software company building The System of Record for Marketing. At Percolate, he manages cross-channel initiatives ranging from events and advertising to content publishing and marketing engineering. Connect with him on Twitter @ChrisBolman.