What happens to the customer experience when an omnichannel journey goes bad or ugly?
One of the most pressing challenges for today's retailer is prioritizing the 70-plus customer journeys that may be offered. This requires a complete pivot to the customer-a shift to a business model that puts the customer at the center of every business decision and process. Let's look at the opportunity to deliver omnichannel excellence and understand the potential cost of a badly executed customer journey.