Customer Journey Operations: Building & Managing Multi-Channel Experiences

Presented by

Diane Magers, Experience Catalyst; Greg Kihlstrom, GK5A

About this talk

Full Title -- "Customer Journey Operations: Building and Managing Multi-Channel Customer Experiences with Data Privacy, Channel Switching, and Change Management in Mind." Organizations are moving quickly to meet changing expectations, but it’s important to take the right steps and not just act fast. To succeed, organizations need to consider tech and digital solutions that will build more trust and value with customers and employees. To stay ahead, organizations must remember three key things: — Consumers are trusting us with their data amid growing uneasy about data privacy — Doing omnichannel customer experience requires a shift in both internal operations and mindset — Changing the way we work as a brand and embracing a journey orchestration mindset requires rethinking our channel-based marketing and communications approaches In this webinar, Digital Experience Playbook series host Diane Mager will be joined by Greg Kihlstrom, Principal and Chief Strategist for GK5A. Join us as they break down how to build and manage multi-channel customer experiences.
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Today's organizations are challenged to meet the needs of digital citizens, whose expectations for interactions are becoming increasingly sophisticated. The digital experience they must deliver is both expanding and merging into a consistent effort that encompasses customer experience and employee experience. This monthly series explores all the angles of digital experience and how companies can create comprehensive strategies to provide smart, intuitive experiences to all their constituents.