Case Study: How to deliver a personalised, consistent, friction-free omni-channel customer experience for your business clients

Charles Weiser CX Customer Experience Officer Optus marketing B2B Conference Sydney Australia 2018
Head of Customer Experience and the CX Innovation Lab, Optus
15 May 2018
09:35

Case Study: How to deliver a personalised, consistent, friction-free omni-channel customer experience for your business clients

Marketers increasingly need to deliver personalised digital engagements that not only meet, but also improve on their customers’ experience expectations.

Yet, without a clear understanding of the journey customers take with their brand, or the right insights or operational strategy to support their efforts, many struggle to achieve that goal.

The key to providing relevant, valuable and personalised experiences is to have an end-to-end approach to customer touchpoints dynamically managed and optimised.

To get there, marketers need to harness a range of capabilities, from a data-led single customer view, to digital technologies, a comprehensive content strategy, operational agility, and cross-functional collaboration.

In this session our speaker will share how they are:

  • Creating a company culture of high velocity decision making that enables quick responses to solve issues faced by customers
  • Organising departments to engage customers with contextually relevant, personalised experiences, everywhere and anytime
  • Leveraging data and technology to understand customers’ behaviour, friction points for faster resolution
  • Creating a seamless channel integration that allows you to exploit engagement opportunities