It is with great pleasure that we spoke at the 19th Swiss Logistics Forum which took place at the Rolex Center of the EPFL on November 7th.
We talked about Omnichannel: the new Grail of customer experience.
A subject that fits perfectly with the theme of the day: E-commerce – Delivery whitin 2 hours, fiction or reality?
Below are a few photos and excerpts from the presentation
The term “omnichannel” or “omnicanality” refers to the mobilization and use of all possible sales and contact channels between a company and all its customers. The term omnichannel can be adopted with regard to contacts originating from the company, or taken by the initiative of prospects and customers. It is a combination of physical and digital channels (“Phygital”). There must be a persistent relationship between these different channels. Omnichannel is also a form of evolution of multichannel. In this evolved form, there is an optimization of the simultaneous use of the available channels.