B2B Omni-Channel: Transforming an Organization with People, Process and Technology

Many organizations look to their technology stack to deliver an omni-channel customer experience. In reality, technology can’t do it alone. You also need the people and the processes to make it happen. This session will feature real-life stories from a large B2B organization with omni-channel aspirations, and teach you how to (and how not to) evolve your marketing strategies to deliver compelling, personalized experiences for your customers. After this session, you’ll be able to:

• Understand the dependencies of people, process and technology on delivering an omni-channel customer experience
• Crush organizational siloes to deliver the best experience for customers
• Implement small things that can make a big difference in your customer experience, regardless of which technologies you have access to