How can your organization ensure a customer-centric approach across all channels?

The global pandemic has permanently changed consumer behavior to a more digital-first mindset. As a result, businesses have had to reprioritize marketing strategies to focus more on their digital channels. However, many of them still struggle with how to approach customer engagement in this Digital Age – especially as shoppers today are accustomed to and demand personalized experiences. In fact, a recent Accenture study showed that 91% of consumers say they’re more likely to shop with brands that provide offers and recommendations that are relevant to them.

With a reimagined approach to omnichannel, one that utilizes hybrid sales reps while emphasizing customer centricity across all channels, businesses are able to leverage data and connect with customers in a more precise and personalized way. And the benefits don’t stop there. A reimagined omnichannel approach also decreases costs while increasing effectiveness, all of which results in an enhanced customer experience and greater brand loyalty. So, where do we start? How do we reimagine the omnichannel approach?