Omnichannel, Schmomnichannel… Winning with a Single View of the Customer
Presented at: NRF 2014 Big Ideas Session Presentation
Whether you call it Omnichannel, Multi-device or [insert latest buzz word]…the secret sauce for winning her over and growing loyalty is by creating and cultivating a single view of the customer across all her interactions with your brand. Personalized, memorable and consistent customer experiences require a 360° view by leveraging assets you already have or need to acquire: customer-centric strategy, data, technology, CRM practices, the right KPIs, and an optimal organization to make it happen.
Bernardine Wu, CEO
Billy May, Group VP, eCommerce, Digital and CRM
Abercrombie and Fitch
Lisa Gavales, President, Talbots Direct and Marketing
The Talbots, Inc.