Technological developments and shifts in consumer behaviour have provided a once in a generation opportunity to tear down organisational silos and embrace true customer centricity. 

The numbers also paint a very clear picture. Retailers that develop robust omnichannel engagement programs enjoy significantly higher customer lifetime value, average order value and purchase frequency than their rivals. So developing these capabilities is essential in today’s digital first market. 

The panel will take a deep dive into the latest thinking around: 

• Making the organisational & cultural adjustments that facilitate customer centricity. 

• Conducting a comprehensive cost/benefit analysis and building an effective ranking system for different customer experiences. 

• Embedding innovation into customer experience programs