By Wendy Shlensky, VP, Global Head PR & Analyst Relations
Often many companies get stalled at the first step of where to start the omnichannel journey. They get too caught up in technology choice, leading to paralysis by over-analysis. Instead, companies should start by considering the objectives that drive their business. What channels are customers asking for? Do they prefer an in-store experience? Self-service? Text messaging?
Article published in Customer Think