Isolated Omni-Channel Worlds – The Oxymoron

An omni-channel experience means it is channel agnostic and entirely focuses and revolves around the consumer at it’s center.

I have often written about how far we are as an industry in getting to that ultimate seamless omni-channel experience for the consumer. The reasons have been fairly straight forward — an omni-channel experience even by sheer definition means it is channel agnostic and in other words, it entirely focuses and revolves around the consumer at it’s center. This is possible through convergence across FOUR levels, as I have shared in more detail in my blog posts – The Omni Channel Paradox, OR From Channel Obsession to Customer Obsession and more but at a high level here…