173: Designing Omnichannel Journeys

Some retailers offer excellent shopping experiences that truly allow customers to move between channels. But designing omnichannel customer journeys can be complicated, with multiple functions, technologies and stakeholder views. Join Oliver Banks and special guest, Sarah Friswell, CEO of Red Ant, to explore how to design an omnichannel shopping trip and customer experience.Listen to this podcast episode of the Retail Transformation Show and hear:Why the vision is so important and how to go about creating that.How to realise the vision in a world when there is no linear journey.How to overcome challenges with legacy architectures, silos and critical but fragile systems.Full show notes are at www.obandco.uk/173.