Nailing Omnichannel Experiences

Guest: Global Top 50 CX Influencer Danny Phillips

Episode # 11


Over the last 30 years, engaging with customers has become increasingly complex. There is a vast array of customer channels and touchpoints and many organisations are struggling to deliver a consistent customer experience across all these channels.

To help get some insight into this challenge, I had the pleasure of interviewing omnichannel and retail expert Danny Phillips, who is a global top 50 CX influencer ranked by CX Network and is Co-founder of CX platform Omneo.

Danny gave some amazing perspective on how to nail omnichannel experiences. Including:
•  Improving the imbalance of acquisition vs retention
•  How to deliver consistent CX across an omnichannel experience
•  Delivering personalisation at scale
•  Viewing your customers as an asset



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