A successful omnichannel strategy should be customer obsessed
The consumer industry is in a state of constant disruption. Along with advances in technology, more informed and sceptical consumers are holding business to higher standards. According to Reynhardt Uys, Chief Experience Officer, Immersion Group, a global team of experience design expert, an organisation’s success in delivering a customer-centric experience across every business channel is no longer a differentiator, but a determinant of survival.
Uys says forward-looking organisations understand that profound change is inevitable, and that this presents enormous opportunity for growth for fully integrated omnichannel businesses that embrace UX, UI, CX, systems thinking, design thinking and experience design. “While the omnichannel concept has its roots in marketing, the idea of operating ...