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The journey from HCF to LCM! When retailers talk about omnichannel they usually end up deploying multi channel strategies where in order to make the customer experience consistent, the end result turns out to be the overlapping subset of all user flows across physical or digital touch points, hence limited to common factors (HCF) only. Whereas what omnichannel truly means is the multiplication of user interactions across all touchpoints to provide a coherent user experience while keeping things seamless and personalised, the elevation to LCM regardless of the channel used. Got an opportunity to discuss many interesting use cases around building omnichannel strategies along with some of the passionate entrepreneurs in the space. Thanks to YourStory Media for organizing this TechBlaze roundtable for a candid conversation!
