Brenda Dunn Kinney
BDK & Associates, Ltd
In today’s omnichannel world, the customer’s journey often spans a variety of traditional channels as well as emerging channels like video, chatbots, messaging apps, and IoT. Customers expect companies to have a connected view of their omnichannel journey but often struggle to deliver a seamless customer experience across channels. In this engaging workshop, learn how to map the omnichannel customer journey in real-time and proactively pivot with the customer to resolve their queries quickly, efficiently, and with the least amount of effort.