299: Operationalizing New Channels

Adam and Jeannie share tips for making new channels a seamless part of the overall customer experience from the inside out. Working new channels into your DNA Customers are engaging with brands on more channels that ever before. It’s staggering how quickly a new channel can change the way customers buy, engage, and just live their lives. As a result, smart leaders put a lot into developing those channels quickly to have a presence wherever heir customers are. But in the age of smart watches and virtual assistants, it's a tall order! And who knows what’s next!? “2 years ago, we were not talking to devices in our living room…” -Jeannie Walters Just providing and managing new channels for your customers is only part of the work. What about the internal aspect? When new channels put a strain on internal processes and resources, or just aren’t considered, the experiences delivered through them tend to fall short or fail altogether. Even big companies who invest heavily in diversifying their multichannel experience leave customers scratching their heads or just plain angry. “If you own it, then can you operationalize it?” -Adam Toporek New channels are being rolled out at a rapid pace! Are you prepared to integrate them into the experiences you deliver? More importantly, how can you ensure these new channels will thrive within the ecosystem created by your internal processes? Listen in for tips you can use today! Related Content 360Connext® post, Your Process Flows Don’t Know Jack! Episode 287: The Multi-Device Customer Journey Episode 277: 5 Digital Experience Offenses We're on C-Suite Radio! Check it out for more great podcasts Sponsor message: Start creating a successful CX strategy Are you ready to build a customer experience strategy on a solid foundation for the long term? We’re shattering the top 5 CX strategy myths in our latest evergreen webinar. You will learn: How to avoid the 5 so-called “Customer Experience Strategies” that aren’t strategies at all What drives a winning customer experience strategy and examples of companies that “get it” How to create a foundation for a customer experience strategy that works for the long term Join Jeannie at a time that works for you for some serious mythbusting and a head start on creating a customer experience strategy that works! Sign Me Up! Take care of yourself and take care of your customers. Learn more about your ad choices. Visit megaphone.fm/adchoices