• Laurent DECORY

Addressing challenges to seamless, Personalized Omnichannel Customer Interaction

Updated: Mar 24, 2020

Personalized Omnichannel gives an exciting promise: enriching the customer journey through seamless digital and physical interactions, before, during and after in-person visit. Technological and human barriers have to be understood and addressed

Personalized Omnichannel gives an exciting promise: enriching the customer journey through seamless interactions, before, during and after in-person visit. Technological and human barriers have to be understood and addressed.


Whether in healthcare or consumer industries, online interactions are more and more personalized, thanks to social media, navigation history, expressed preferences, cookies ... and big data.


When it comes to personalization, the next frontier is in the physical world. As surprising as that may sound, very few companies that are able to personalize the customer experience across physical and digital channels. And those who do can achieve revenue increase across their customer base.


While a huge effort has been put on personalization of customer’s online journey, in industries such as retail, convenience, grocery, and hospitality, more than 80 percent of sales occur in a physical location. The best companies are focused on improving how they personalize the on- and offline journey together.


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#customerexperience #omnichannel



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