Ahead of her participation in the Omnichannel Exec Forum 2019, we caught up with Marion Humeau, Global Head of Customer Experience and Digital Innovations, Groupe Renault to discuss overcoming internal cultural and process challenges in order to unify all customer touchpoints into one seamless journey.

As consumer behaviour continues to change and evolve, so too must the nature of marketing. Customers are switching between platforms, from a mobile site to an app, desktop to a tablet, and they expect a consistent experience across all platforms: i.e. consistent information, photos and videos across each channel. The traditional method of multichannel marketing may use several of these channels, while omnichannel marketing uses whatever channels are appropriate to create a personalised customer experience.

This infographic will describe the five steps a business should undertake when implementing an omnichannel marketing strategy: 

• Review the Current Situation
• Identify your Requirements 
• Development 
• Initiation 
• Refinement

Businesses are now looking to compete beyond price and product, and omnichannel customer experience is the new battleground. Ahead of the Omnichannel Exec Forum, we have surveyed a number of individuals who have implemented or are looking to implement omnichannel strategies.

This infographic will explore impact that omnichannel is currently having on customer sales and retention, the challenges that are preventing organisations from implementing omnichannel strategies and how omnichannel will impact the bottom line. 

If you would like more information please view the full event guide for Omnichannel Exec Forum 2019.

Ahead of their participation in the Omnichannel Exec Forum, we spoke with Danny Hearn, Head of User Experience - Europe, Clarks and Alberto Viotto, Senior Director, Digital Marketing and Ecommerce, Thomson Reuters to compare their insights on the key challenges of unifying customer touchpoints, overcoming internal cultural and process challenges and the key priorities for omnichannel strategies.

This year at the Omnichannel Exec Forum we will be encouraging shared knowledge, collaboration and innovation. Move away from “how to” sessions on CRM and AI and focus more on the bigger picture, Customer Loyalty, Profitability, Customer Rentention and Organisational Structure. Read more here.

New technologies, tools, platforms and channels to engage and share with customers are quickly becoming the backbone of a seamless end-to-end customer experience, with this is mind, we wanted to build a greater understanding of what the key attributes of the technology toolkit of 2020 will be in regard to customer experience.

With insights from Julien Rio, Head of Marketing, Dimelo, we have looked into how new technologies are shaping the design of a truly conversational experience that will transform customer experience by 2020.

Ahead of the inaugural Omnichannel Exec Forum 2019, we have put together a short trailer to share with you some of the highlights to expect from this year's event. In the video we introduce you to some of the key themes, what you will gain and more information on the event itself.

If you would more information including the full list of speakers, sessions and opportunities then please view the agenda here.

Or to read more on the current state of the omnichannel market featuring insights from leading organisations, predictions on the challenges for the next 10 years and how to prepare/overcome these, take a look at our content library here.

Keep up to date with us and all of the event news at: @CX_Events

Find a sample of attendees from Omnichannel 2019 here, including a full list of job titles and accounts that joined us onsite to gain these key insights.

For more information on this year's forum please visit: https://www.cxnetwork.com/events-omnichannelforum

Each year 43% of Automotive clients choose another car brand, what if we could retain 10% of them?

Explore this presentation for Omnichannel Exec Forum 2019 to explore the power of maiximising the use of data to transform a customer journey.

Download the presentation to understand more on how to:

• Build a common reference-system: The Customer Journey Mapping
• Make each touch point a lever of superiority: The Customer Journey Scoring
• Smart Data Get Closer To Bespoke Journey: From Big To Dig Data
• From Customer Journey To People Journey: The Customer Transformative Trip

View these insights here >>

Move your business forward with the Omnichannel Exec Forum this June... 

This unique forum welcomes leaders and budget holders to network and discuss with their challenges and together, with organisations such as yourselves, navigate practical solutions. With over 100+ of these key attendees and decision makers, we welcome you to join this platform and engage with these professionals in a focused environment to address their current business challenges to help drive their omnichannel strategy into the future. 

Download the 2020 Business Development Pack to find out more on:

• Who attends
• Why you should sponsor
• Sponsorship opportunities

View the official 2020 Event Guide here for more information on the Omnichannel Exec Forum >>

Join this unique opportunity to understand the challenges facing omnichannel professionals and present your solutions to alleviate these. Throughout the forum we will be discussing how to support organisations to meet their key business goals, including delivering an memorable customer experience, harmonise the use of these channels, and maximise the impact of their strategies both internally and externally.

Participate in our masterclasses, deep dives, digital detox sessions, ideas labs and round tables. Disrupt your current thinking. Gain unique insight from behaviroual sciente, psychologists, innovators and disruptors to inform your strategic decisions. View the full draft agenda by completing the form to the right >>

To receive the agenda via email please contact partner@iqpc.co.uk