Many brands believe omnichannel success is achieved simply by being present on multiple platforms. However, true omnichannel excellence comes from seamless integration across channels, ensuring customers experience consistency and ease rather than friction from disconnected systems.
“Many businesses claim that data democratisation has been achieved across an organisation, or that they are a data driven business. The reality is, again, despite those claims, empowering all employees with data access, many organisations do fail to provide adequate tools for training. lack of certification programs internally, lack of upskilling the workforce, whether it be in their commercial capacities or operational capacities, leaving non-technical users really unable to fully leverage analytics,” says Damien Katris, Global Omnichannel and Data Director at TCC Global.
Welcome to our CX Dialogues video series! In this episode, we sit down with Damien to discuss omnichannel retail, AI-driven decision-making, and next-generation loyalty strategies, highlighting both the opportunities and misconceptions businesses face today.
READ MORE: CX Dialogues: Jamie Thorpe, Chief Experience Officer at Ipsos UK
Top Three CX Insights:
- While marketed as transformative, outdated systems, siloed data, and architectural limitations prevent many organisations from truly leveraging real-time insights.
- Many brands add channels and technology without integrating them, leading to fragmented customer experiences, inconsistent information, and repeated customer frustrations.
- Retailers can collect valuable customer-provided data through engagement-driven loyalty programs while also monetising these experiences with partners to boost retail media performance.
Watch the full video for more.
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Brandwatch enables businesses to build and scale the optimal strategy for their clients with intuitive, use-case-focused tools that are easy and quick to master. Bringing together consumer intelligence and social media management, the company helps its users react to the trends that matter, collaborate on data-driven content, shield the brand from threats and manage all the social media channels at scale.
Zoho Corporation offers innovative and tailored software to help leaders grow their business. Zoho’s 55+ products aid sales and marketing, support and collaboration, finance, and recruitment requirements. Its customer analytics capabilities come with a conversational feature, Ask Zia. It enables users to ask questions and get insights in the form of reports and widgets in real-time.
Salesforce-owned Tableau is an AI-powered analytics and business intelligence platform, offering the breadth and depth of capabilities that serve the requirements of global enterprises in a seamless, integrated experience. Marketers can utilise generative AI models, AI-powered predictions, natural language querying, and recommendationsons.
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Adobe Experience Cloud offers a comprehensive set of applications, capabilities, and services specifically designed to address day-to-day requirements for personalised customer experiences at scale. Its innovative platform has played an essential role in managing different digital content or assets, to improve customer happiness or satisfaction. Some of its products include Adobe Gen Studio, Experience Manager Sites, Real-time CDP, and Marketo Engage.
