A Roadmap to an Innovative Omnichannel Customer Experience

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Presented by

Tony McCulley, Sergio Rio & Bernard Golden - Tanzu Value Advisors, VMware

About this talk

Consumers today are accustomed to an unprecedented level of choice, personalization and speed of fulfilment. Perhaps not surprisingly, the experience of shopping online versus in-store can be strikingly disparate – offering immense convenience and freedom to consumers. There are times however when going into a physical store is essential—even fun! This leaves retailers with an ultimatum: develop omnichannel capabilities that offer a seamless buying experience or risk losing customers. As retailers turn the corner on the pandemic and begin to re-invest in their edge environments, they now have the opportunity to build enriched user-centered solutions, personalised to customer needs and preferences, that improve the customer experience and directly impact sales. Attend this talk to get recommendations on the steps your team should take around culture, technologies, and processes to deliver innovative omnichannel experiences for your customers: - Setting the foundation of continuous learning and experimentation - Turning data into competitive insights with real-time analytical models - Infusing artificial intelligence (AI), machine learning (ML), and edge computing advancements into customer experience initiatives
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