Driving Digital Transformation by Communicating with Speed and Scale

With the excessive proliferation and immersive advantages of digital communications so rampant in today’s modern world, it’s difficult to comprehend why businesses would still rely on outdated modes of communication such as email or printed paper. However, a recent IDG survey revealed that half of the survey’s respondents admittedly still depend on these antiquated methods for communicating critical information throughout their organizations. In contrast, the same respondents cited that without an effective, reliable communications strategy in place, lags in information dissemination presented security risks, a loss of competitive edge, inefficiencies and lost potential business opportunities for their companies. Not just for billboards anymore, digital signage, as a communication platform, can eliminate delays in pushing targeted data to a multitude of screens—from desktops to mobile phones to kiosks to wall displays—ensuring vital information is conveyed to a company’s intended audience in real time. With the ability to improve efficiencies and cost management, enhance productivity, drive revenue growth and empower better decision-making, the right digital solution can easily collect, process and deliver the right information to the right person at the right time. Read more about the IDG digital communications survey and how Omnivex can support your need for improved communication.

DSE 2019: Transforming Customer Experiences with Innovation and Disruption

There is no better show to attend to check the pulse of the digital signage industry than the Digital Signage Expo––the world’s only international industry dedicated show. This immersive experience offers attendees a full-scale introduction to every aspect of digital and interactive signage. Transforming Every Experience This year’s theme at DSE is “Transform the _________ experience,” which includes traveler, customer, shopper, restaurant, guest, campus, healthcare, visitor and much more. Digital signage enables brands to create memorable experiences in just about any application you can imagine. There are really no limits to what can be done to transform a user’s experience. With over 4,000 users, system integrators, distributors, installers, and professionals, attendees will have the opportunity to better understand how their industry can use digital signage to communicate and connect with their audiences. Digital signage originated as a simple way to pass along information, often taking the place of static signage. Now, with the innovations of AI, social media, analytics, and mobile technology, digital signage is capable of doing much more. You’ll learn how these areas can merge with digital signage and more throughout the course of the week. Attendees will have the chance to attend 75 unique education sessions, workshops, and panel discussions. Design and Technology: Rethinking Digital Communications in the 21st Century For successful digital comm implementations, both design and technology are necessary. Each is equally important and will continue to be in the future. Digital signage, always a sector committed to innovation, is on the cusp of offering new opportunities to brands. Rethinking the way that digital signage creates experiences is in order. First, digital signage is becoming more affordable. Today, you can purchase a 4K LED TV for about the same price as a color acrylic print. Digital signage adoption, with screens that play animated content, have a much more powerful presence that a static sign, and now it’s no longer cost prohibitive for companies to be all in. Digital signage also doesn’t have to be in a box, literally. New sizes and shapes will soon be the norm allowing you to construct a display wall based on more complex designs. This flexibility is now possible because of new manufacturing processes that allow screens to be cut like paper for any size or shape. Couple this with short-throw laser projections, projection mapping techniques, and electronic ink, and you have the ability to create digital signage on any surface. This could transform signage in general from endcaps at retail stores to large-scale productions in a variety of spaces. Next, is the significant trend of interactivity. Screens can now respond to users and other screens. Voice, gestures, and facial expressions can all be “read” by digital signage, offering haptic communication in response. This technology will become more prevalent as a new way to tell a story—one that the user is a part of. Engaging Audiences with Customized Experiences Engaging audiences with any type of content isn’t easy but making it more dynamic and customized is a start. For a brand to be able to pull this off requires a lot of moving pieces. The message of the brand should remain clear and consistent as well as allow for self-updating content to be included. Your audience will also appreciate real-time, relevant local information, not just the time and weather. For example, Apple stores have a concept called “Today at Apple.” This content is meant to inform and interest viewers without being overly salesy. It gives the customer time to explore the environment and spend more time at the store. This helps creates an emotional connection to the brand and message. To do this right, as Apple has, you have to consider who your audience is and what matters to them in that moment. Digital Signage Disruption: VR and Visual Effects Virtual reality is primed to be a new disruptor to digital signage. There are many ways in which VR and digital signage can completely revolutionize certain situations. When paired with digital signage, it has the capacity to create some of the most immersive experiences ever. Digital signage is actually an extension of VR. Consider some of these possibilities. A real estate agent could take a buyer on a home tour without leaving the office. Museums can use them to create an experience that’s a real game changer, bringing art or displays to life and more accessible to visitors. In retail, using VR and digital signage could be the next step of letting buyers try before they buy. These are just a few examples of the opportunities for these two technologies to work together. Omnivex, a leading software provider for all aspects of digital communications, looks forward to exploring these exciting topics and more at this year’s DSE. We’ll be looking at all the latest trends and inspirations to transform customer experiences across industries. To learn more about digital signage and modern marketing, check out our eBook.

AI: The Future of Digital Communications

Artificial Intelligence (AI) is enabling organizations to create a more personalized digital communications experience. So it is no surprise that the AI market is predicted to rise to nearly $60 billion by 2025. AI Will Provide Tremendous Growth Opportunities AI permits machines to learn from data in much the same way as the brain does and then use that knowledge to perform human-like tasks. Artificial intelligence is being used in some very exciting applications, including speech recognition, natural language processing, complex problem solving, self-driving cars, and voice-enabled digital assistants. Communications and media companies have embraced AI. Accenture Strategy research found that 63 percent of telecommunications executives believe AI deployment will drive additional revenue and growth opportunities by accelerating the introduction of new products and services. That’s why 72 percent of these same executives identify AI as a Top Three business priority currently or within one year. It’s clear that AI is the future of digital communications. AI Allows Personalization and Segmentation on a Level Never Seen Before Customers expect a personalized experience with information that is relevant to them. AI helps deliver that experience by enabling organizations to draw on the vast amount of historical data they have about their customers and their behaviors, and then leverage that information to deliver the targeted content. For example, digital signage can detect that a shopper entering a store is a female with curly hair, then use AI to immediately show her store items that customers like her have purchased. Artificial Intelligence can also be used to predict other offer aspects, like the quoted price necessary to make a conversion or which clients are more prone to making more than one purchase. Machines have the power to process huge amounts of data, quickly decide which data is most relevant, and then segment appropriately. AI Will Transform Digital Communications AI solutions for digital communications are becoming even more customizable, allowing the optimization of digital advertising and algorithm-generated content. AI-based digital signage networks, for example, are able to determine which ad to display to a customer by interpreting audience engagement levels and then comparing it to historical customer behavior patterns and data. In fact, digital signage networks that use AI are proven to increase content relevancy by up to 50 percent. These intelligent tools keep evolving and are now reaching a point in which they are able to surpass human ability in certain respects. In fact, Gartner predicts that 85% of customer interactions will be managed by artificial intelligence by 2020. Artificial Intelligence can help improve the productivity, efficiency, and profitability of your digital communications, and the time to act is now.

AI is changing the face of retail

Digital signage is now a familiar site in the modern world. From displaying menus at restaurants to offering directions in a building, digital signage feeds audiences information in a dynamic way. But how much more valuable could this channel be? Can digital signage take on a role to personalize messages or respond to a situation in real-time? Yes, with help from artificial intelligence (AI) and deep learning. Deep learning turns data into action With deep learning, AI-driven platforms evaluate large data sets, typically in real-time, leading to specific reactions. AI engines have access to huge amounts of data. Data, of course, isn’t any good unless it’s analyzed and delivers an actionable response. AI is all about automation. It doesn’t necessarily “think” for you. What it can do is draw conclusions, find patterns, and react to situations. The platform can “learn” over time, making it an even more valuable tool. So, what does the future of digital signage look like with a boost from AI and deep learning? Personalized Experiences Every customer wants to feel important and have a personalized experience. AI and deep learning are the tools to make it happen. Soon, digital signage platforms, powered by AI and deep learning, could actually recognize customers. Just like local stores once new all their customers’ names, digital signage could act as a greeter. The digital signage could recognize the customer, say hello, and offer them useful information like what’s on sale, based on the customer’s buying history. While an amazing fete of technology, organizations should present this as a way to personalize what you see, becoming a benefit rather than a privacy concern. More Relevant Content In-store shopping continues to decline in favor of online shopping. That means retailers need to create experiences for shoppers who visit their brick-and-mortar stores. Many have already been using digital signage to promote sales or offer customers an in-depth look at products. AI can take it to the next level with personalization. A business already has historical data on its customers and their behaviors. Specific content is already created that plays at certain times or days. That’s the baseline that informs what content these consumers would most want to see. With AI and deep learning, there are two ways to improve content: either by putting the data in context or creating personalized ads. With context, the system is already starting with known behaviors like an increase in purchases of sunglasses after sunny days. But that won’t always be true. Deep learning adds context to this “rule” by capturing and integrating content that informs the situation. Maybe it’s a rainy day, which the system could detect with weather data. Or, the store knows, via sensors, that no one is shopping for sunglasses. This “learning” allows for the signage to “overrule” the sunglasses promo, switching it to items shoppers were currently looking at or umbrellas. Deep learning by an AI platform enables targeting down to the individual. If a male shopper enters a clothing store, digital signage could detect that the shopper was in his 20s wearing hiking boots. The system takes this information then reviews what items are in stock or on sale that men who purchased hiking boots also bought. What it finds could then be communicated to the shopper in almost real-time. Not only is the customer seeing personalized information it will prompt them to look at these items and make more purchases. How Will AI Evolve Your Digital Signage? The investment in digital signage and AI will continue to grow. The global digital signage market is expected to grow to $31.71 billion by 2025.[1] While the AI market is predicted to rise to nearly $60 billion by 2025.[2] These sectors are seeing phenomenal growth, which means organizations all over the world are investing in them to deliver better results. Intelligent digital communications are changing the world. Are you ready to be a part of it?   [1] https://www.grandviewresearch.com/press-release/global-digital-signage-market [2] https://www.statista.com/statistics/607716/worldwide-artificial-intelligence-market-revenues/  

Friction Points Diminish the Customer Buying Experience

Global retail ecommerce sales will reach $4.5 trillion by 2021. It’s an amazing, even eye-popping number. Yet without a user-friendly business approach, your company’s sales will not reflect the forecasted industry growth. Businesses devote an exorbitant amount of time reviewing every angle of their business model, from the overall product to their social media presence. Leaders know that consumers want to shop both online and at brick-and-mortar retail locations quickly and flawlessly; however, they may not realize where friction points are limiting completed sales transactions. Friction is any factor, whether it is online or in a store, that impedes or halts the completion of a sale. The next evolution in the shopping experience is the elimination of friction points. Understanding Friction Points Friction can be almost anything—from a confusing website layout to a hard-to-read font color or a slow page load. The largest friction elimination opportunity in retail sits at the juncture of digital and physical storefronts. In order to give customers the ability to research and browse on their own terms, businesses must bridge the gap between their physical and online marketplaces. By connecting digital and physical storefronts, business can link their inventories and enable data-sharing between various sales channels. Allowing customers to research and shop across multiple platforms is important. Customers want to make their purchases whenever and however they want. Friction points aren’t just limited to the online buying experience, either. Long lines and outdated POS systems are  in store friction points that impact sales and create an unnecessarily cumbersome sales experience. Eliminating Friction Points Start with a site that is generally optimized and functional. An easily accessible site makes purchases swift and removes customer confusion. A site’s SEO is critical in attracting potential customers and must be in order, ensuring there are zero hurdles for entry. Site usability is a major feature in a successful operation. Sites should be easy to navigate, with a natural, logical, and inviting sales funnel. Information such as available inventory, reviews, accessories or complimentary products should all be easily accessible. The main goal is to encourage the user to interact and inform them of potential opportunities to buy. Create a site that gives users the choices they desire, without obstacles. In store friction points such as checkout lines are also getting attention from companies like Loblaws who are testing alternatives, including customers ordering online and picking up in store or having it delivered. Driving Positive Sales Experiences Customers like to shop across multiple channels flawlessly. Whether it is providing real-time information, or improving wayfinding across facilities to reducing perceived wait times, digital communications from Omnivex can help get the right information to customers, where and when they need it. Streamlining the shopping journey will eliminate potential friction points and have a positive impact on sales.

Reinventing in store experience with help from digital displays

Ecommerce has changed the way consumers shop, and is considered to be the driving force behind the fall of once venerable brands such as Sears, Kmart, and Blockbuster Video. Still, brick-and-mortar stores haven’t completely gone the way of the dinosaur, and in an interesting turn of events, Amazon purchased Whole Foods in 2017 as a way of strengthening its physical presence. This acquisition demonstrates a strategic effort by the biggest name in ecommerce to expand operations in the physical space in order to better capture consumer dollars as brick-and-mortar stores are becoming relevant once more. It is all about the experience Computer savvy millennials are known to prefer experiences, which is why TJX Companies. Inc. is adding stores, even as some once dominant brands are closing up shop. As a discount retailer with an ever changing inventory, TJX (Marshalls, T.J. Maxx, and HomeGoods) compels shoppers to come in, find bargains, and try on clothing – an experience that can’t be duplicated while sitting behind a computer screen or swiping on a phone. TJX isn’t the only company intent on providing consumers with an immersive shopping experience. The upcoming launch of Amazon Go, a smart brick-and-mortar shop, will give customers the ability to come into a store, physically interact with goods, and purchase products by simply putting them into a shopping cart. With sensors and intelligent technology, there’s no need to wait in line for a human cashier. This innovative method of purchasing will provide customers with an exciting and interactive way to shop. Integrating digital communications As retail brands expand their physical presence in 2018, they will look to integrate digital communications in-store to facilitate better customer experiences. Interactive video walls offer ways to boost engagement and serve as wayfinding tools to help shoppers navigate spaces. Interactivity will likely evolve from touchscreens to voice recognition, allowing customers to easily find the information they’re looking for with a natural voice command. The new year will also see more harmonious connectivity between mobile devices and in-store video displays as a part of larger digital strategy that makes the interaction between the two technologies more seamless than ever. From the outbreak of the digital revolution, traditional retailers and internet brands have been in competition, with the odds favoring ecommerce stores. However, online shopping has not eliminated in-store purchases, with brick-and-mortar shops positioning to stage an impressive comeback. Brands will leverage digital communication displays inside physical locations to provide customers with an immersive and hassle-free way to shop. Learn more about how digital communication technology enables a superior customer experience by visiting www.omnivex.com/solutions/industries/retail today. https://makersrow.com/blog/2017/12/2018-will-show-us-that-people-still-want-brick-and-mortar-retail-experiences/ https://makersrow.com/blog/2017/12/2018-will-show-us-that-people-still-want-brick-and-mortar-retail-experiences/ http://fortune.com/2017/11/15/amazon-prepares-to-launch-its-physical-store-with-no-cashiers/ https://onsign.tv/blog/industry-news/6-future-digital-signage-trends-in-2018/ http://www.ravepubs.com/digital-signage-predictions-2018/  

A Prescription for Digital Communications in Healthcare

Mobile phone apps allow consumers to do a multitude of activities from tracking their shipments to counting their steps to banking. With the abundance of information that can be made accessible in real-time, it is no surprise that patients are becoming increasingly frustrated with the lack of digital communications in healthcare. If there was an industry where information is vital, it’s healthcare. Unfortunately, the transition to digital communications in healthcare has been slow compared to many less impactful industries. As a result, patients expectations with regards to the communications from healthcare providers and while at healthcare facilities are not being met. The healthcare industry, like all other industries, is in the midst of a digital revolution, as patients favor and demand technologically-current options. It’s time for healthcare to step up and transform into a more digitally-enabled domain. Real-Time Information Enhances Patient Satisfaction Today, instant gratification can be directly linked to satisfaction. Individuals can access data about the current temperature or their bank account balance with just a few taps. Meanwhile, when it comes to information as basic as wait times, or as essential as test results, the health care industry is archaic in response. Implementing a digital communications system indicating wait time for patients or portals that allow patients to receive, review, and share medical information digitally; while they are being implemented in some healthcare facilities, they aren’t widely adopted currently. These types of basic changes not only improve patient experience and satisfaction they also have an impact on the overall efficiency of the healthcare operation by enabling employees to move their focus from relaying information to more value add services. Integrated Digital Communications Streamlines Processes In other industries, accessible data transforms instant gratification into streamlining. For example, smart phone apps allow consumers to simply speak the name of a restaurant and receive instant feedback with location and directions, hours of operation, and contact information. For consumers, that means the process of getting their lunch or dinner is streamlined. The healthcare industry can leverage smartphones and wearable devices for consumers’ well-being. Integrating data from wearable devices into medical records could allow healthcare providers to monitor and personalize patients’ activities related to health and fitness, for instance. With data that’s integrated and even monitored from afar, medicine could also grow in efficiency and effectiveness. Leveraging Digital Communication Makes Healthcare More Convenient Telemedicine is another exciting avenue in the digitization of healthcare communications. It was listed as a top priority by two-thirds of healthcare professionals in a 2016 Reach Health study. Cisco, in a report on The Digitization of the Healthcare Industry, explains that telemedicine improves patient experience through convenience and accessibility while enhancing provider experience by reducing demands on time, data entry, and more. Digital communications are disrupting the healthcare industry as patients expectations continue to increase and evolve. Healthcare providers need to continually be evaluating and integrating new technologies in order to meet the evolving expectations of patients and employees. Digital communications provide an excellent way to improve the overall experience for patients and providers.  

Higher Ed Experience Expectations Rise With The Digital Era

Millenials are all about being social and communicating; as heavily evidenced by social media. This is difficult in post secondary institutions, which can be geographically enormous – some even requiring a bus to get from one side to the other. In addition to campus size, communication becomes more difficult when students are divided into different ‘colleges’, acting as silos that do not allow for easy interaction. Taking these obstacles into consideration, it is no wonder students often have no idea what is happening at their own college or university. Lucky for them, digital communication platforms provide a solution to this problem. In part one, we discussed how digital communications assist in transportation, emergency notifications, and finding a study spot. Let’s take a look at some more situations where digital transformation can further assist in creating a healthy and engaged school community. Let’s Go Gryphs! When selecting a post secondary institution, young adults are very interested in the experience they will have throughout their time there. Hours upon hours go into researching colleges and universities to find the perfect fit. Publishers such as Business Insider consistently rate schools based on their school spirit, since it such a distinguishing aspect of campus culture. In Canada, Queens university is one of the most sought after universities. It is no coincidence it also happens to be ranked highest in school spirit. Through digital communication platforms, institutions can increase school spirit by hyping up events, amplifying student voices, and engaging students. With such platforms now having the ability to reach any device; video wall, TV screen, cellular phone, etc., this allows for a broader reach. Giving this tool to student bodies such as clubs and associations, allows them to better inform other students of activities being run around campus. For example, when the annual pep rally comes around, each team can show off their creative attempts to hold the most school spirit. Videos can be updated in real-time, play on a loop, or even be live streamed. This would allow the entire campus to remain involved even if they are unable to attend. We Won School pride fuels school spirit, so showcasing achievements is crucial. There is always room for improvement in this area. For example, at the university I attend, the only achievements we hear about are those of the football team, or if the university is in the news. On the education side, there is tons of research being conducted by students and faculty, yet if you walk around campus and ask anyone what awards the university has won recently for research, not one student could answer the question. Sports can also fall in a similar category. Besides football, there is no talk of any other sports unless you visit the athletics website. There you can find that the university is consistently winning awards for multiple sports. Showcasing these achievements increases campus moral, adds to campus culture, and allows school pride to thrive. Who Doesn’t Love The Buzz? Students love a campus that is always buzzing. It makes them feel as though they are part of something bigger; a community. In order to create this buzz, it is the institution that is tasked with creating events, or supporting clubs that will do so. Implementing a digital communications platform that helps increase the buzz is a must for every post-secondary institution. Many of these platforms can integrate with real-time data, making it is easier than ever to produce a large buzz. For example, countless hours go into planning an executing campaigns for the next student body president. When voting day comes around, digital platforms make it easy to showcase real time voting polls as they rise. Candidates must meet quorum in order to qualify, so if not enough buzz is generated this can be very difficult for candidates. By showcasing real-time poles, students are more likely to participate in the voting process, and feel as though they are actively contributing to their community. Let’s Talk Revenue Post secondary institutions are a business, and contain multiple different sources of revenue throughout campus. This can include anything from the coffee shop to bookstore, to cafeteria or gift shop. As it stands, these operations currently showcase their promotions through 8 ½ x 11 paper posters randomly plastered in buildings around campus. This requires time and money on behalf of each individual operation to create the poster, print it off, and walk around taping it to the walls. Not to mention, what if there is an unnoticed error on the poster, or the promotion needs to suddenly be adjusted? This again would require an employee taking time out of their day to adjust each individual poster by hand. A digital communications platform would allow an individual to fix a mistake, or adjust a number, on every single deployment with simply a click of a button. As well, different information and promotions could be shown in different areas, the digital signs could rotate through a number of different ads, or promotions could be set to run at certain times of day. This can be very useful for menu boards as well. Prices need to be adjusted? Click of a button. New menu item? Click of a button. Ran out of an item? Click of a button. A lot simpler than asking the graphic artist to redesign the entire board and getting a new sign printed! Another useful use case for campus operations is simply promoting menu items. At my university, there are certain cafeterias that have different meal items everyday. The chefs not only put time into preparing a weekly menu, but also preparing the lovely dishes. Most students will go home to eat their meals since they become tired of the same old Subway of Pizza Pizza. Don’t be fooled, they can be tempted. If they’re leaving the library and see some mouth watering tacos or roast beef pop up on a screen, you can be sure they’re going to change their plans and stay on campus for lunch. Voila, instant revenue. Same goes for the gift shop, nobody plans to go to the gift shop unless it’s Homecoming or Christmas. That is, unless a flash sale comes along. If a student is using a school computer or mobile phone, and a quick notification pops up that the gift shop is having a 50% off sale today, that student is definitely stopping in on their way home. Attentive post secondary officials are aware of how important ‘the experience’ is to students. Whether choosing a college or university, this is their second largest consideration next to academics. It is important that officials continue to build upon the experience they provide to students, and move forward with new technologies to remain competitive in the digital era.

Digital Customer Experience

Why Digital Customer Experience Is Driving The Shift From Multichannel To Omnichannel  In 1955, milkshake salesman Ray Kroc entered into a partnership with a small California hamburger restaurant named McDonald’s. Over the next few decades, the golden arches would experience an almost unprecedented rise that would shift the landscape of the entire food service industry. What often goes overlooked when discussing the historical significance of McDonald’s, though, is that apart from their streamlined business model, a key driver of growth was the integrated approach to the customer experience. The consistency of McDonald’s messaging allowed them to reach and retain a diverse set of customers. This variety of high-quality consumer communication increased brand loyalty and created opportunities for long term revenue growth. In the not-too-distant-past, sales and marketing professionals looking to emulate the success of a McDonald’s-type organization would refer to this as a “multichannel” marketing strategy. This multichannel strategy involved the simultaneous deployment of messages and offers across a tiered system of channels. The approach, however, is flawed as it lacks a critical cohesiveness.    An omnichannel marketing strategy, on the other hand, is an integrated cross-channel communication strategy that leverages the dispersion of platforms and screens to create powerful and targeted impressions. Omnichannel marketing takes an IOT-like approach to marketing by combining data and analysis with real-time updates and messaging. This omnichannel approach is much better suited for today’s rapidly shifting technological environment. The rewards of a highly optimized customer onboarding, payment, and appreciation process can be tremendous. The Starbucks App, for example, currently has 17 million users and allows customers to place their order, pay before they even enter a store, and collect reward points. Mobile technology is allowing this coffee retailer to drive in-store sales and reduce bottle necks. The next evolution in the digital customer experience strategy is the linking of digital displays and communications. Digital signage is quickly replacing the static variety because it offers organizations such as retailers the opportunity to engage and interact with customers on an entirely new level. Due to digital displays doubling as smart solutions, they can do so much more than project menu boards! By utilizing the proper software, businesses are able to display optimized content, creating a better customer experience, while offering retailers additional advertising opportunities. One exciting digital communications asset available today is multi-screen displays. Dozens of different displays can be synced together to promote attention-grabbing content. VOX Cinema recently completed a refurbishment of its theatres that was designed to create a compelling and integrated digital customer experience. The new VOX cinemas also make use of Bluetooth, Wi-Fi, and social media to make customers a part of the conversation, with a dedicated six-screen video wall displaying live feeds from Twitter, Facebook, and Instagram. Dubai’s City Centre-Deira location synchronized over 135 separate screens to create a world class environment for its customers. Maple Leaf Sports and Entertainment uses Omnivex Moxie digital communications platform to create an immersive fan experience, by connecting hundreds of screens throughout their flagship Air Canada Centre, home of the Toronto Maple Leafs and Toronto Raptors. This Digital Customer Experience can make quantifiable differences in a company’s P&L as well. A recent survey found that on average, over 80% of consumers are willing to pay more for a better experience.[1] The same study also found that 1 in 5 customers stopped purchasing after a poor experience. Businesses not employing an omnichannel marketing strategy are not only missing out on potential revenue, they are potentially turning away customers for life. With better and easier access to pricing information and quality reports than ever before, consumers today are exceedingly savvy. This means that competitive businesses must utilize all the tools at their disposal to make the customer experience a seamless thing of beauty.     [1] https://www.capgemini.com/resource-file-access/resource/pdf/the_disconnected_customer-what_digital_customer_experience_leaders_teach_us_about_reconnecting_with_customers.pdf


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