NAVIGATING THE OMNICHANNEL CUSTOMER EXPERIENCE OBSERVATORY

THE CX GOALKEEPER - Business Transformation, Customer Experience, and Leadership

Discover the future of omni-channel customer experience with insights from Sara Zagaria, Director at Politecnico di Milano. Learn how to transform your business's customer interactions into seamless, integrated experiences.

About the Guest:

Sara Zagaria - Director of the Omnichannel Customer Experience Observatory and of the B2b Customer Experience Research. In 2015 she began her career within the Digital Innovation Observatories of Politecnico di Milano, carrying out applied research activities and analyzing the impact of digital innovation on various fields and sectors (Mobile Enterprise, Sport, Insurance). In recent years she has focused on the Customer Experience theme, delving into the organizational and technological transformations required in response to an increasingly multichannel customer (Business and Consumer). She is currently the Director of the Omnichannel Customer Experience Observatory and of the B2b Customer Experience Research.

links:

https://www.osservatori.net/it/ricerche/osservatori-attivi/omnichannel-customer-experience

https://www.linkedin.com/in/sarazagaria/

Episode Summary:

Sara Zagaria shares her journey and expertise in omni-channel customer experience, highlighting the importance of integrating various customer touchpoints to create a seamless experience. She discusses the challenges companies face in this transformation and provides actionable insights on how to overcome them. Sara also emphasizes the critical role of vision, employee engagement, and data utilization in achieving a successful omni-channel strategy.

Top 3 Key Learnings:

1. Omni-Channel Integration: It’s crucial to integrate all customer touchpoints, ensuring a seamless and consistent experience across channels.

2. Employee Engagement: Engaging and empowering employees with the right technology is essential for delivering exceptional customer service.

3. Data Utilization: Properly utilizing and integrating customer data across platforms can significantly enhance personalized customer experiences.

Chapters:

00:00 Game Start

00:49 Introduction to Sara Zagaria

01:25 Sara’s Journey and Passions

04:36 Missions and Goals of the Omni-Channel Customer Experience Observatory

07:08 Benefits for Companies in Participating in Research

11:35 What Omni-Channel Really Means

17:42 Real-Life Omni-Channel Example

19:18 How Companies Should Approach Transformation

23:31 The Importance of Vision and Employee Engagement

24:13 Future Trends in Customer Experience

26:28 How to Connect with Sara Zagaria

27:13 Golden Nugget and Upcoming Event

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We appreciate your support and look forward to bringing you more valuable content in the next episode. Remember, we're in a human-to-human business environment. Thank you!