Panel Discussion: Building Excellence in Multichannel/ Omnichannel Customer Experience: Online, Retail, B2C and B2B

In today's maturing consumer markets, emphasis is shifting from straightforward sales to a more holistic approach to customer life cycle management. A multi-channel, integrative customer model that delivers customer value an signicant return on investment (ROI) requires both a strong understanding of customer preferences and behaviors and a robust IT architecture that supports the overarching CRM strategy.