Omni-channel is not a matter of technology but employee mindset
I just returned from a holiday in Denmark where I spent a couple of nights at the Radisson Blu Limfjord Hotel in Aalborg But while the hotel was fine, one thing didn’t agree with me: The £99 cost for a...
View ArticleSocial Business Cornerstone: Omni-channel work environment for employees
I recently wrote a blog post about how Omni-channel starts with the employees’ mindsets. However, as soon as employees start thinking omni-channel customer service, they will expect the tools and...
View ArticleHow the lack of a seamless, multi-channel response put me off helping in the...
With today’s vast digital estates there should be no surprise that sometimes there’s a glitch in the matrix even for the most pixel-perfect companies. When I spot something out of order I normally make...
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