Session: Spark Talk

Beyond Omni-channel: Achieving Channel-less Customer Service

Date and Location



  • Jeff Nicholson
    Global Head of CRM

Want to go omni-channel? Who doesn’t. Now, ask yourself next why you haven’t achieved it yet. It’s because the path to omni-channel has been illusive, and littered with good intentions but lackluster results. New thinking is required. The ones that are breaking through are not thinking anymore about channel-led projects - they’re transitioning to service strategies that are instead channel-less. Come hear how a channel-less service strategy can help your organization break through, for engaging customer service journeys - on any channel.