For marketers, the ability to connect online and offline customer touchpoints and execute true omni-channel marketing strategies is relatively new to the scene. Even so, the discipline is evolving at a rapid pace, as available media, channels, devices, and platforms come and go.
It started with basic channels, such as retail, and call centers, then moved into e-mail and digital channels, including web, mobile, interactive voice recognition (IVR), and paid media.
These new channels grew organically, out of business need and technological advancement. It was only natural (though not necessarily intentional) that they often ended up residing in separate silos.
In this report, you will learn:
- The value of owning known/manageable moments
- Organisational alignment to execute an omni-channel strategy
- The difference between omni-channel and multi-channel
- Orchestration across the technology ecosystem