CX for Retail: Creating a Winning Omnichannel Experience

Last week we hosted a Retail Customer Experience Roundtable in Melbourne with 18 Head’s of CX and Marketing. It was a pleasure to work with our moderator Rob Glennon – Director of CX from InMoment once again. At this lunch Roundtable, we explored the below content.

It’s a brand new decade, and with it comes a set of new expectations. The retail industry continues to transform, faster than ever before; at the same time, customers expect brands to deliver the same experience across all touchpoints and channels, whether it’s online, over the phone, or in-store. 

Recent research indicates that a consistent multi-touch experience is becoming less of a differentiator and more of an essential factor to get right. Therefore, it’s more important than ever to offer a seamless interconnected experience to drive your customer’s journey. 

We discovered how leading retailers are connecting omnichannel experiences with customer experiences like never before. All attendees walked away with an understanding of:

  • How retailers are utilizing data to better understand the “why” behind your customers’ perceptions 
  • Which actions to take across the business to create an end-to-end omnichannel experience 
  • What best practices the world’s leading retailers are leveraging for success

Some great feedback has been coming in from our attendees:

“I took away creating a seamless customer experience is something everyone is still working on and seem to be at various stages of execution.” Belinda Elliot – Marketing Director ANZ – Newell Brands

Thanks for the invite, it was a great session (and delicious lunch!). The best thing I took away was the chance to meet with other marketing leaders facing similar challenges and to hear we’re not alone in trying to optimize the omnichannel experience.Claire Vanderstoel – Marketing Director – KAO Australia

Thank you for inviting me – I did enjoy it and the networking opportunity. I would like to re-connect with InMoment US business who may have some valuable information or case studies from the US bedding market.” Alex D’Amico – Head of Marketing – Forty Winks

It was great networking with colleagues in similar positions to my own, will be good to be able to chew the fat with them again in the future.Gregory Aldridge – Customer Experience Manager – Reece

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