3:45 PM Thought provoker panel session
- Is a mobile first approach the key to integrating bricks and clicks?
- Do the best metric and attribution methods come from the enterprises with the biggest wallets?
- Can you spin a bad customer experience into a brand loyalty game changer by proactively engaging with your customer across all channels?
8:20 AM Okay, we need to invest in omnichannel - what targets are we putting in place to make sure we get the return?
Agenda to be discussed:
- What is our desired return on investment – growth, customer satisfaction or profit?
- What metrics can measure multiple interlocking benefits/costs?
- Should we adopt return-on-customer over return-on-investment?
- How are we going to get our employees bought into this - can we incentivise or empower them to drive this change?
- Do we need to train them?