The case for omnichannel personalization: Beyond the sale
Omnichannel personalization is the new frontier. Here, we explore how brands can build customer loyalty by delivering personalized experiences on the channels that matter most.
We all know it’s a pain to repeat yourself on a customer service call. We want the phone rep to know about our order history, the conversation we had with live chat, and the email we sent last week. That expectation doesn’t change as we add more channels and devices – consumers want every interaction to be part of a single, seamless conversation.
This type of omnichannel communication strategy is challenging for businesses. But the communication issue doesn’t start and end with the customer. Employees, suppliers, and vendors all interact with the organization on multiple channels, across devices.
In this episode of Tech Unknown, our guests explore the potential of an integrated, holistic communication strategy. They share inspiring success stories and discuss the steps you need to take to get started.
Listen, learn, leap: An omnichannel communication strategy opens up new business
Businesses need a comprehensive communication strategy and the technology to make it work. We need to stop thinking of the “contact center” as its own island and approach the entire organization as a potential customer contact center.
The benefits of getting it right range from improved customer experience to discovering brand-new lines of business.
During this episode, our guests explore what businesses can do to develop their communication strategy, including:
- How communications-platform-as-a-service works to enhance communication
- How better internal communication can drive better customer experience
- How improved communication leads to real, measurable business results
About our guests
Colin Shaw is the founder & CEO of Beyond Philosophy LLC. He has written seven best-selling books on customer-driven growth and hosts the Intuitive Customer podcast.
Rohit Tripathi is the head of products, SAP Digital Interconnect. He is a dedicated professional with a global outlook on communications and technology.
Pekka Porkka is the head of development for contact center products, SAP Digital Interconnect, with over a decade of experience in marketing and communications.
Words of wisdom about omnichannel communication
“The key is to proactively start to communicate with customers and anticipate what the customer requires. That means you understand it’s not just rational; it’s emotional, it’s subconscious, it’s psychological, and you’ve thought about all of these things.” Colin Shaw
“As businesses think of digital transformation, they need to keep communications front and center and channels of engagement at the heart of that strategy.” Rohit Tripathi
“This is what we call the ‘company as a contact center’ concept. The contact center is not an isolated island. Instead, the entire organization is equipped and incentivized to contribute to customer experience and drive customer satisfaction.” Pekka Porkka
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