EP 13: Omni-Channel Engagement: Integrating Mobile into the Shopping Experience - George Skaff, TouchCommerce description
What exactly is the Omnichannel experience? Does Omnichannel apply to pure play online retailers? If you are curious to know how not only high street retailers but also pure play e-tailers can adopt an Omnichannel mindset towards driving a unified experience to their customers….LISTEN IN! George Skaff is Chief Marketing Officer of TouchCommerce - an enterprise end to end omni-channel online engagement platform with live chat tools and mobile customer support. They boast of clients such as Comcast, T-Mobile, Virgin Media and others George has over 25 years of progressive experience in the IT industry. Prior to joining TouchCommerce, George was a principal at MARKETify, and previously held senior marketing positions at SGI (Silicon Graphics Int'l), Wyse Technology (now Dell|Wyse), NEC Computers and Logitech. (1) The Importance of Personalized Customer Experience -How and when to engage customers / engagement based on prior history -Considerations in analyzing and extracting customer insights from big data for razor sharp behavioral targeting -Best practices in delivering personalized content and offers (2) Omni-channel Everywhere -What does it mean to provide continuous experience across the customer journey -Areas of focus in providing a seamless experience across devices -Leveraging customer data for omni-channel experience (e.g., importance of not having customers repeat information when moving through the buying, care customer lifecycle, etc.)
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