[The omnichannel customer experience] includes understanding how customers use different channels for different purposes to ensure that companies are providing them with relevant experiences. “If you’re not looking at the various touchpoints used by customers from the customer’s point of view, you’re not going to get there,” says Dr. Volker G. Hildebrand, global vice president of CRM Solutions at SAP.
Tom Hoffman at 1to1 Media puts together some of his thoughts after attending
CRM Evolution 2013 over at his blog.
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